ROLE PURPOSE & OBJECTIVE
- Responsible for managing a team of 15 to 20 Video Bankers.
- Manage team to deliver on Productivity, Quality, Cross Sell and Customer Retention as per defined benchmarks.
- Responsible to ensure availability of Staffing basis predicted volume, Shift Management and the Floor Management.
- Manage escalated customer calls with end-to-end resolution
- Responsible for achieving key business and service metrics
- SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
- Value generation of above 2 Cr per month through VKYC services for Digital acquisition of CASA/FD.
- Leads generation of above 1000 per month through Lead referral to Branches, Cross sell and Up sell.
- Managing a team of 15 to 20 Video Bankers
- 300 to 500 Service request through Video Banking.
- SLA above 90% for Customer request, VKYC and complaints.
- KEY DUTIES & RESPONSIBILITIES OF THE ROLE
Business/ Financials
- Responsible for overall achievement of Business target for the team.
- Ensure VKYC are completed within TAT for Digital Deposits (CASA/TD)
- Ensure effective follow-up on dropout customers for achieving higher conversion of leads
- Implement regular follow up mechanism for new/cross sell and up sell leads, referred to branches.
- Adherence to productivity targets for the team on call volumes, outbound calls, AHT, connectivity and rate of success.
- Timely preparation of performance dashboard with accuracy and regular review of the performance of team members.
Customer (Both Internal & External)
- Ensure team adherence on service TATs and SLAs
- Improve First Call resolution by the team at Video Banking.
- Handle customers escalations as first point of contact for Video Bankers, guide the team in handling difficult/ complex issues of customers to minimize escalations.
- Track pending VKYCs and Video Banking service request, queries and complaints for timely and satisfactory resolution.
- Ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries to maximize customer satisfaction
- Develop an effective collaboration with cross functional teams to solve recurring customer service issues.
Internal Process
- Manage team to monitor discipline on the floor, resolve officers queries to assist customers, to resolve system issues and any other procedural issues.
- Conduct regular sessions/ huddles on the product and process knowledge including changes time to time.
- Conduct reviews to improve performance of the team, and provide regular one to one feedback to improve the productivity of individuals.
- Maintain a track of officers performance & discipline
- Ensure adherence to process and audit requirements
- Coaching and feedback sessions for team handled
- Responsible for staff retention, minimize Attrition.
Innovation & Learning
- Identify training gaps and ensure team members are up to date with products and procedure
- Coordinating with business teams to get the latest feedback and updates
- Ensure adherence to training man-days/ mandatory training programs for self and self
- Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.
- Identify the Trends and suggesting Automation to enhance the customer experience.
- MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
Educational Qualifications
- Graduate in any discipline
Experience (Years and Core Experience Type)
- 2 to 4 years of work experience in customer service, preferably in contact center/ helpdesk.
- Preference will be given for those with team handling experience.
Functional Skills
- Customer Relationship Management
- Sales Management
- Upselling and Cross Selling
- Tele calling/VRM/Video Banking skills
- Basic knowledge in MS office
Behavioral Skills
- Good communication skills both verbal and written
- Good interpersonal skills
- Time Management
- Team Management
- Problem solving skills
- MIS Skills
Competencies
- Banks Product Knowledge
- Analytical Ability
- Planning and Organizing Skills
- Sales and Influencing Skills
- Awareness of Banking regulations
- Flexible to work in 24/7 shifts
- Flexible to work in different LOBs within Phone Banking
- KEY INTERACTIONS
INTERNAL
EXTERNAL
- Operations team
- Branch team
- Products team
- Service Quality
- Deliverables team
- NTB/ETB Customers
- Referrals
