- 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 metrics
- SIZE OF THE ROLE
FINANCIAL SIZE NON-FINANCIAL SIZE
- Value generation of above 2 Cr per month through VKYC services for Digital acquisition of CASA/FD.
- Leads generation of above 1000 per month through Lead referral to Branches, Cross sell and Up sell.
- Managing a team of 15 to 20 Video Bankers
- 300 to 500 Service request through Video Banking.
- SLA above 90% for Customer request, VKYC and complaints.
- KEY DUTIES &
RESPONSIBILITIES OF THE ROLE
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 new/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 changes time to time.
- Conduct reviews to improve performance of the team, and provide regular one to one feedback to improve the productivity of individuals.
- Maintain a track of officer’s performance & discipline
- Ensure adherence to process and audit requirements
- Coaching and feedback sessions for team handled
- Responsible for staff retention, minimize Attrition.
Innovation &
- Learning
- Identify training gaps and ensure team members are up to date with products and procedure
- Coordinating with business teams to get the latest feedback and updates
- Ensure adherence to training man-days/ mandatory training programs for self and self
- Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.
- Identify the Trends and suggesting Automation to enhance the customer experience.
- MINIMUM REQUIREMENTS OF KNOWLEDGE &
SKILLS
Educational Qualifications
- Graduate in any discipline
Experience (Years And Core Experience Type)
- 2 to 4 years of work experience in customer service, preferably in contact center/ helpdesk.
- Preference will be given for those with team handling experience.
Certifications
- NA
Functional Skills
- Customer Relationship Management
- Sales Management
- Upselling and Cross Selling
- Tele calling/VRM/Video Banking skills
- Basic knowledge in MS office
Behavioral Skills
- Good communication skills – both verbal and written
- Good interpersonal skills
- Time Management
- Team Management
- Problem solving skills
- MIS Skills
Competencies
- Banks Product Knowledge
- Analytical Ability
- Planning and Organizing Skills
- Sales and Influencing Skills
- Awareness of Banking regulations
- Adaptable to work in 24/7 shifts
- Flexible to work in different LOB’s within Phone Banking
- KEY INTERACTIONS
INTERNAL
EXTERNAL
- Operations team
- Branch team
- Products team
- Service Quality
- Deliverables team
- NTB/ETB Customers
- Referrals
Desktop with i5 configuration
Laptop with i5 configuration
Laptop with i7 configuration
MS office Email EP2 + ATP + Mvision Email Kiosk + ATP + Mvision + Archival
Email on phone
VPN
MS Team
Mobile
Bio Metric + MDM No
Yes
N o
Yes
Yes
No
No
No
Yes
No
No
I. Application Access Requirement Details
S.N.
Application Name
Access Required
Type of Access/ Role
Remarks
(Yes/No)
(Read/Write/ Maker/Checker/Authoriser)
(If Any)
1
M.S Office
Yes
All
2
Teams
Yes
NA
3
Video PD
Yes
Checker
4
CRM
Yes
Maker/Checker
5
Finacle
Yes
NA
6
Outlook
Yes
NA
7
Glow
Yes
Read
8
DCMS
Yes
NA
9
UPI Block
Yes
NA
10
BR. Net
Yes
NA
11
AD Link
Yes
Read
12
CC avenue
Yes
Read
13
NICE
Yes
NA supervisor access
14
Convex
Yes supervisor access
15
Ujjivan service desk
Yes
Prepared by: Sujatha
Date: 22-10-2024
Reviewed by: ManaMohan &
- Suresha C
Date: 30-09-2024
Last updated by: TM Team
Date: 22-10-2024
📌 Team Leader-Video Banking (Bengaluru)
🏢 Ujjivan Small Finance Bank
📍 Bengaluru
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