We are looking for an experienced and energetic Assistant Manager for Domestic banking Process to manage and drive performance of a team handling support operations.
The AM will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.
Key Responsibilities:
Manage a team of TL's
Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
Conduct team huddles, coaching sessions, and performance reviews
Analyze reports and identify performance improvement areas
Drive quality and compliance standards
Manage attrition and shrinkage
Ensure customer satisfaction targets are achieved
Coordinate with QA, Training, and Operations teams
Prepare weekly/monthly performance reports
Conduct WBR/QBR
Mandatory Skills:
Assistant Manager Experience (Minimum 1–2 years as in Collections Process with Dialer Knowledge )
KPI Management (AHT, CSAT, NPS, FCR, SLA)
Dialer , Masterfile Creation & bucket list managing Knowledge
Performance Management
Coaching & Mentoring
Attrition & Shrinkage etc
Eligibility Criteria:
Graduate (Any Stream)
1 Year experience in Collections Process as Assistant Manager
Good communication skills