Team Manager for Leading Bank

Job Title : VC-Team Mgr-Outbound Customer Care

Business Unit (PA) : Virtual Care

Team : PhoneBanking Care

Reports to (job) :  State Head / Unit Head

Location of role : Pan India

Job Fn : Service

Role Type: Supervisory Role

No of direct reportees:  12

Travel Required: No

Job Purpose

Responsible for managing a team & ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.

·         Review the Outcalling process to Customers for clarifying customer queries on transaction declined due to card control not enabled, Renewal and upgrade customers for welcome call/feature enforcement

·         To ensure team meets the defined benchmarks on service experience, call handling time, quality, revenue generation through cross sell of products…etc parameters are met consistently, including the call productivity standard

·         Ensure team meets zero defects processing of all customer requests

·         Ensure team meets complete and accurate resolution within the defined TATs.                                                                                                                                                                                                                                                                                                                                                                                                                

·         Ensure team meets required process compliance as per the set Audit and SQ guidelines. 

Key Responsibility Areas :

Activities

  Customer Interaction & Query/Complaints Management

Ensure team successfully handles outbound calls of customers regarding card control:

·         Clarifications & queries on transactions declined due to card control not enabled

·         Renewal and upgrade customers for welcome call/feature enforcement

·         Responding to customers with the resolution within the defined TATs.

·         Process the requests as per defined process, while ensuring adherence to the customer authentication process.

·         Answering customer calls within the specified call answer time.

·         Adherence to the defined service delivery standards.

·         Accurate data capture of the request details as instructed by the customer. Process adherence in respect of submission of the relative annexure to the supervisor for authentication / further action.

·         Accurate and complete data capture of the customer issues / complaints in the relative formats. Logging of the complaints in the system, as per the laid down process. Proper follow-up with the concerned department / branches for resolution and closure of the complaints.

·         Attempting to delight the customer by striking a relationship and fulfilling needs.

·         Call back to customers in case of any unresolved queries etc.

·         Appropriately escalating cases to the Supervisor.

·         Ensure agent activation on the cross-sell products basis defined targets / benchmarks.

Call Quality:

Ensure team delivers on following points

· Deliver service quality to achieve Quality benchmarks defined from time to time.

·    Achieve defined Call Quality scores.

· Achieve defined E-process Scores

Audit & Process Compliance:

Ensure team adheres to following

· Ensure adherence to process and Audit requirements.

·         Ensure accurate and timely submission of financial transactions & requests.

·         Ensure Error-free logging/recording of customer requests

Team Management

• Driving Team productivity measures & service standards on the floor.
• Manage adherence to schedule for the team   - Timely Logins & Staffed Time through smart shift management and break management.
• Keep motivation levels of team on a high plane. Develop and mentor team members to facilitate consistent performance & with Nil hiring gap.
• Carry out regular appraisals and Performance Management of staff managed. Lead by example.

·        Minimal attrition %

·        Minimal Unscheduled absenteeism

• Motivate to deliver consistent performance of the team.

Schedule Adherence & Service Productivity standards:

Ensure team meets following

·         Consistently meet the service productivity standards – Staff needs to meet the service productivity standards as defined from time to time

·         Ensure adherence to schedule and login times as applicable – Staff needs to maintain service adherence

Other Operational Activities

Ensure team adheres to following points

·         Maintenance of records / record keeping.

·         Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.

·         Shift Adherence

·         Nil Unscheduled offs

·         Appropriate attendance record updation

·         Nil Exception of ID maintenance

·         Adherence to Audit and compliance process as defined.

Key Skills

·         Good Team spirit

·         Interpersonal skill

·         Good communication skill

·         Proactive & focused approach

·         Banking Product & Process Knowledge

·         Influencing Skills / interpersonal skills

Qualification & Skills Required:

·         Graduate

·         Banking Product & Process Knowledge

·         Good Communication skills

·         Influencing Skills and interpersonal skills

·         Experience Required: Minimum experience in years – 0-5 years, Exposure to banking preferable