Team Leader-VKYC
ConfidentialBengaluru / Bangalore30+ days ago
Job descriptionResponsible 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. 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. 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. 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.
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
Customer (Both Internal & External)
Internal Process
Innovation & Learning
Skills Required
TAT, Casa, Slas, Innovation
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Team • Bengaluru / Bangalore
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