Head, Sales Capability

Job title : Head, Sales Capability

About this Role

• The Head, Sales Capability owns the performance and excellence of our field teams.
• In this role, you’ll lead the strategy to make our field force world-class, ensuring they represent our brand with mastery and deliver exceptional service.
• This role focuses on two critical priorities: ensuring top-tier implementation quality on the ground and running a tight, structured feedback loop between our field teams and our Product team so we’re always building what our users actually need.

Responsibilities

• Lead and Grow Teams: Direct and mentor our training, quality assurance, and product feedback leads, building a high-performing enablement sub-function.
• Own Operational Standards: Establish, monitor, and scale our field certification, Customer Satisfaction (CSAT), and Service Level Agreement (SLA) standards to keep service quality high.
• Bridge Field and Product: Architect and run a structured, continuous "voice of the field" loop into our Product team, ensuring real-world user and field insights directly shape the product roadmap.
• Set Enablement Priorities: Define and execute strategic roadmap priorities across all three pillars of our capability model: training, quality, and product feedback.
• Partner with Leadership: Deliver regular, transparent, and data-driven reporting on field quality and capability trends to the General Manager, turning insights into business decisions.

What success looks like in this role

• High Customer Satisfaction: Field team interactions consistently maintain a CSAT score at or above 95 percent.
• Rigorous Preparation: 100 percent of field agents are successfully certified before starting any field-facing activity.
• Sustained Operational Quality: A measurable reduction in customer complaints per 1,000 interactions, with a high and rapid rate of feedback closure.

Experience & Background

• Education: Master's Degree or professional certification in business, human resources, or operational management is preferred.
• Required Experience: Typically 8+ years of experience in enablement, operations, quality assurance, or field operations management.
• Track Record: Proven track record of building and scaling training or quality assurance functions, ideally within high-growth, fintech, or technology environments.
• Leadership Experience: Demonstrated experience leading cross-functional initiatives and influencing stakeholders across product, operations, and commercial teams.
• Preferred Experience: Experience implementing or managing digital learning platforms, customer experience tools, or CRM systems.
• Industry Background: Background working in fast-paced, regulated industries (e.g., payments, banking, digital finance) is preferred.

Skills & Competencies:

• Systems Thinker: You connect training and quality directly to commercial success, balancing structures with real-world operational challenges.
• Pragmatic Scalability: You build for scale, but start with what's real today. You understand the realities of the streets and design solutions that actually work for our teams on the ground.
• Grit & Continuous Improvement: You know how to take one step at a time, building momentum through iterative learning and fast feedback cycles.
• Natural Connector: You easily build bridges across teams, speaking clearly and helping product and business functions work together effortlessly.
• Clarity & Simplicity: You cut through complexity, write simple processes, and don’t rely on corporate jargon to get things done.