AVC:Program Manager CC-Acquisition

No of Vacancies1Reports toProcess & Compliance ManagerIs a Team leaderNoTeam Size0GradeManager, Sr ManagerBusinessRetail BankingDepartmentAxis Virtual CentreSub-DepartmentLocationMumbaiAbout Axis Virtual CentreExplain:Axis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsellThe Quality Assurance function at AVC, ensures that processes and procedure designs are customer oriented and service delivery standards are measured and met resulting in high quality customer satisfaction, experienceThis team conducts audits and related activities to measure adherence to process, compliance, and regulatory guidelinesSupports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activitiesKeeps a check on any malpractices and defines actions basis severity of incidentsThe overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectivenessAbouttheRoleThe role of a Program Manager for Credit Card Acquisition for AVC is to oversee the development and implementation of credit card acquisition programs through the call center channel This includes managing a team of sales agents to meet acquisition targets, developing and implementing sales and marketing campaigns to drive customer acquisition, and monitoring and analyzing call center metrics to identify areas for improvement The Program Manager is also responsible for developing and managing budgets and financial plans to support acquisition goals, managing relationships with credit card issuers and other stakeholders, and ensuring compliance with all relevant laws and regulations The Program Manager should have strong sales and marketing skills, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment In addition, they must have experience in program management, including project planning, execution, and monitoringEnsuring that processes are compliant with regulatory guidelines and help in improving customer experience and achieving business goals---Work under the guidance of the Process Excellence Lead to identify improvement opportunities across verticals through, process mapping, metrics analysis, benchmarking, VOCs, etcStudy existing processes critically from a customer experience perspective across all stages and touch-points in assisted digital customer journeyDeep dive to breakdown End to End process to proactively identify automation/improvement opportunities and create automation/transformation roadmap----Ensure the business impact and project objectives/dependencies are identified, reported on and managed at all timesDrive change initiatives from evolution/efficiency identification through to project delivery-----Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advanceQualificationsEducation (Graduate) 10+2+3, preferably with specialization in Human Resources ManagementExperience (6+ years in Process Excellence or related function)3-5 years of relevant work experience (preferably in contact centre)Role ProficienciesLeadership skillsInter personal skillsAnalytical skills Sound knowledge of retail banking products and ProcessKnowledge of digital banking channels like, Internet Banking, Mobile App#ComeAsYouAre We are dil se open Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply