ROLE PURPOSE & OBJECTIVE
- Responsible for managing a team of 15 to 20 Video Bankers.
- Manage team to deliver on Productivity, Quality, Cross Sell and Customer Retention as per defined benchmarks.
- Responsible to ensure availability of Staffing basis predicted volume, Shift Management and the Floor Management.
- Manage escalated customer calls with end-to-end resolution
- Responsible for achieving key business and service metric

Business/ Financials
- Responsible for overall achievement of Business target for the team.
- Ensure VKYC are completed within TAT for Digital Deposits (CASA/TD)
- Ensure effective follow-up on dropout customers for achieving higher conversion of leads
- Implement regular follow up mechanism for current/cross sell and up sell leads, referred to branches.
- Adherence to productivity targets for the team on call volumes, outbound calls, AHT, connectivity and rate of success.
- Timely preparation of performance dashboard with accuracy and regular review of the performance of team members.

Customer (Both Internal & External)




- Ensure team adherence on service TATs and SLAs
- Improve First Call resolution by the team at Video Banking.
- Handle customers escalations as first point of contact for Video Bankers, guide the team in handling difficult/ complex issues of customers to minimize escalations.
- Track pending VKYCs and Video Banking service request, queries and complaints for timely and satisfactory resolution.
- Ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries to maximize customer satisfaction
- Develop an effective collaboration with cross functional teams to solve recurring customer service issues.

Internal Process
- Manage team to monitor discipline on the floor, resolve officers queries to assist customers, to resolve system issues and any other procedural issues.
- Conduct regular sessions/ huddles on the product and process knowledge including c

📌 Team Leader-VKYC (Bengaluru)
🏢 Ujjivan Small Finance Bank
📍 Bengaluru