Team Leader-VRM-BRANCH BANKING-VRM

In this role as a Team Leader, you will be leading a team of Virtual Relationship Managers (VRM) responsible for service, sales, and profitability from the assigned portfolio. Your key responsibilities will include: - Collaborating with fulfilment teams to ensure best in class conversion ratios. - Ensuring availability of trained manpower to maintain production at 100% capacity. - Meeting cost to income ratios as determined by the scorecard. - Adhering to Standards of Performance. - Meeting Customer Satisfaction index as measured through NPS surveys. To be eligible for this position, you should be a Graduate with 7+ years of experience or a Post Graduate with around 5 years of experience, of which a minimum of 3 years should be leading a team of 15+ Full-Time Employees. People management skills are essential. Experience in working in tele-sales or relationship management in BFSI is preferred. Certification in AMFI/IRDA, good listening skills, strong communication abilities, and being a team player are required qualities. As a VRM Officer, your role will involve exclusively handling Wealth/Privy Outbound calls, scheduling equivalent experience profiles from other competitors, and providing differentiated training to make them universal phone banking officers with cross-training in cards, liabilities, and assets. Your responsibilities will include: - Doing sales with assigned customer-based mapped to you. - Ensuring quality communication and customer servicing within laid down productivity and service benchmarks. - Ensuring customer delight and consistent service experience, including timely resolution of customer queries/issues. - Completing the logs specified by the process (End-of-day target). - Adhering to Information Security norms & quality process norms. - Being aware of and complying with any updates about the process. - Acting on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance. To be considered for this role, you should: - Be at least a graduate. - Not be residing on the western line, profiles near Thane are preferred. - Not have an employment gap for more than a month. - Have completed at least a year in the current organization. - Have good soft skills, conversational skills, and English versant scores of 7+. - Be flexible to work on rotational week offs.,