Team Leader-VRM

As a Team Leader, you will be responsible for leading a team of Virtual Relationship Managers (VRM) to ensure exceptional service, sales, and profitability from the assigned portfolio. You will collaborate with fulfillment teams to optimize conversion ratios and ensure the availability of trained manpower to maintain production at 100% capacity. Your role will involve meeting cost-to-income ratios as per the Scorecard, adhering to Standards of Performance, and ensuring high Customer Satisfaction index measured through NPS surveys. The ideal candidate for this role should be a Graduate with a minimum of 7 years of experience or a Post Graduate with around 5 years of experience, including at least 3 years of team leadership experience with a team size of 15+ Full-Time Employees. Essential skills for this role include strong people management skills, experience in tele-sales or relationship management in BFSI, certification in AMFI/IRDA, good listening skills, strong communication abilities, and a team-player mindset. As a VRM Officer, your primary responsibility will be to handle Wealth/Privy Outbound calls and provide differentiated training to become universal phone banking officers with cross-training in cards, liabilities, and assets. You will be measured on outcomes such as NPS, Service Level, Service Quality, and Sales while maintaining quality communication and customer servicing within productivity and service benchmarks. Ensuring customer delight, consistent service experience, and timely resolution of customer queries/issues will be key aspects of this role. The requirements for the VRM Officer position include being at least a graduate, residing near Thane (no Western line candidates), having no employment gap exceeding one month, having completed at least a year in the current organization, possessing strong soft skills, conversational skills, and an English versant score of 7+, and being flexible to work on rotational week-offs. Additionally, adherence to Information Security norms, quality process norms, and proactive response to feedback for performance improvement are essential aspects of this role.,