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