We are looking for an experienced and dynamic 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 12 years as in Collections Process with Dialer Knowledge )
- KPI Management (AHT, CSAT, NPS, FCR, SLA)