AVC:SKY - Service RM

AVC:SKY - Service RM
INTERNAL USAGE:No. of Vacancies:1Manager:AVC:SKY - Service HeadIs a Team leaderNoTeam Size:NAGrade:DM/Manager/Senior ManagerBusiness:Retail BankingDepartment: Axis Virtual CentreSub-Department:Location:Mumbai, Gurgaon, Pune, Bangalore , ChennaiAbout Axis Virtual CentreAxis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamlessexperience to customers while fulfilling their service requirements and using the opportunity to provide financial solutionsvia cross-sell and upsell.

About the Role
The AVC:SKY - Service RM is responsible to provide services to enhance client satisfaction levels and ensure compliance to policies and procedures.Key Responsibilities.Actively tracking all Service level indicators such as NPS score.Ensuring proactive HNI client engagement to ensure client satisfaction..Tracking Problem Incidences reviewing.Ensuring NIL presidential, Regulatory and Senior Management escalations for the unit .Handling escalated issues / complaints for the units.Client Obsession - Listen to customers, Act & Fix issues and Delight in every interaction..Driving service initiatives / Process reengineering (2-3).Ensure clear communication of product and value propositions, quick and efficient query handling and quick turnaround for customer requests..Effective escalation procedures to raise potential reputational risks and franchise issues..Ensure consistent Cross Sell Referral from the team to enhance bank's share of wallet.Ensure high standards of ethics and have a clean year without any sales practice and compliance related violations..Complete all relevant trainings & certifications for self and team before the due date..Proactively tracking control MIS on large value transactions, AML/ STR, NSDL & RFI.Timely action and tracking on legal and regulatory notices for regionQualificationsOptimal qualification for success on the job is:.Graduate/ Post graduate from a recognized institute.7-10 years in a relevant role/ BFSI sectorRole Proficiencies:For successful execution of the job, the candidate should possess the following:.Leadership Skills.Multitasker & Go getter attitude.Strong orientation to customer service.Strong interpersonal skills.Strong written and verbal communications skills.Be self-driven and enthusiastic.Product Knowledge.Out of the Box thinker.Expert in Client Experience values