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