Unit Manager ( Contact Center)

Job Title - Unit Manager

Business Unit Contact Center

Grade :- SM

The role holder is responsible for ensuring that all Customers are provided with service best in its class by present day

industry standards which is expected by super HNI & HNI customer segment (Yes First, Yes First Business & Yes

Grandeur). In this role he/she is expected to own voice based, and Email based work processes to render end to end

solution to every customer and ensure all service requests are processed first time right and within the defined TAT. The

incumbent must possess strong knowledge of banking operations and regulatory guidelines.

• He/ She ensure that Calls/ Emails are actioned efficiently by the team within the stipulated timelines with minimal

errors with the objective of superior Customer Service.

Nurturing Non-Resident/ Resident Customer relationships. Handle customers inquires and instructions, while ensuring that

the Bankss delivery standards are met in achieving total customer satisfaction.

Manage Customers inquiries and instructions, upholding the Banks service standards to achieve utmost customer satisfaction. Provide leadership, expertise, mentoring and guidance to Service managers to ensure they achieve optimal/maximum productivity

& Procedures

1. Policies Adherence to Company Policies: Comply with all HR, IT, data security, workplace safety, and confidentiality guidelines. Ethical Standards: Follow companys Code of Conduct and applicable legal/regulatory requirements.

2. Processes Operational Processes: Ensure compliance with standard operating processes for reporting, approvals, and project execution.

3. Procedures Documentation: Maintain accurate and timely records as per the approved documentation procedure.

• Manage a Team of min. 25 to 30 Service Managers/ Agents • Supervise and ensure the execution of non-financial transactions for NRI, Yes First, Yes Grandeur & SME customers, adhering to existing processes • Working closely with Quality team for the same to ensure minimal errors and rejections of request done by service managers • Be a one point of contact for all escalations and ensures end to end resolution to the customers to avoid any repeat escalations • Responsible for achieving key performance indicators whilst maintaining YES Bank quality and compliance Standards.

Essential: A minimum of 7--12 years of relevant experience of leading frontend customer service and operations delivery teams Preferred: Branch Banking and Operations, Customer Service and Escalations, BPO, Contact Center Inbound/ Outbound customer service