AVC:Program Manager Training, Quality & Compliance

No of Vacancies1Reports toHead Training, Quality & OperationsIs a Team leaderNoTeam SizeGradeAVPBusinessBranch BankingDepartmentAxis Virtual CentreSub-DepartmentLocationMumbai / DelhiAbout Axis Virtual CentreAxis 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 ficial solutions via cross-sell and upsellAbouttheRoleThe 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 effectivenessEnsuring that processes are compliant with regulatory guidelines and help in improving customer experience and achieving business goalsWork 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 roadmapEnsure 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 deliveryActively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advanceQualificationsEducation (Graduate) 10+2+3, preferably with specialization in Assurance FunctionsExperience (6+ years in Process Excellence or related function)3-5 years of relevant work experience (preferably in contact center)Role ProficienciesKnowledgeRetail Banking domain knowledgeUnderstanding of Ficial products, the environment, markets etcUnderstanding of Outbound call center operations / virtual relationship managementQuality standards, process improvement methodologiesRelevant skills on systems and technology Verint/Nice/ Speech AnalyticsSkillsExcellent communication skills verbal and written communicationLeadership skills, good interpersonal skills, stakeholder managementStrategic Planning, decision making and prioritization skillsProject Management skillsData management and Presentation skillsAbilitiesAnalytical bent of mindAttention to detail and thoroughness#ComeAsYouAre We are dil se open Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply