Avc:program Manager Training, Quality

AVC Program Manager Training Quality Compliance INTERNAL USAGE No of Vacancies 1 Reports to Head Training Quality Operations Is a Team leader No Team Size Grade AVP Business Branch Banking Department Axis Virtual Centre Sub-Department Location Mumbai Delhi About Axis Virtual Centre Axis Virtual Center engages with Axis Banks customers and prospects virtually through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell About the Role The Quality Assurance function at AVC ensures that processes and procedure designs are customer oriented and service delivery standards are measured and met resulting in high quality customer satisfaction experience This team conducts audits and related activities to measure adherence to process compliance and regulatory guidelines Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities Keeps a check on any malpractices and defines actions basis severity of incidents The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness Key Responsibilities Ensuring that processes are compliant with regulatory guidelines and help in improving customer experience and achieving business goals Work under the guidance of the Process Excellence Lead to identify improvement opportunities across verticals through process mapping metrics analysis benchmarking VOCs etc Study existing processes critically from a customer experience perspective across all stages and touch-points in assisted digital customer journey Deep dive to breakdown End to End process to proactively identify automation improvement opportunities and create automation transformation roadmap Ensure the business impact and project objectives dependencies are identified reported on and managed at all times Drive change initiatives from evolution efficiency identification through to project delivery Actively monitor project risks to foresee identify potential problems and proactively identify solutions to address in advance Qualifications Education Graduate 10 2 3 preferably with specialization in Assurance Functions Experience 6 years in Process Excellence or related function 3-5 years of relevant work experience preferably in contact center Role Proficiencies Knowledge Retail Banking domain knowledge Understanding of Financial products the environment markets etc Understanding of Outbound call center operations virtual relationship management Quality standards process improvement methodologies Relevant skills on systems and technology Verint Nice Speech Analytics Skills Excellent communication skills verbal and written communication Leadership skills good interpersonal skills stakeholder management Strategic Planning decision making and prioritization skills Project Management skills Data management and Presentation skills Abilities Analytical bent of mind Attention to detail and thoroughness ComeAsYouAre We are dil se open Women LGBTQIA and PwD candidates of all ages are encouraged to apply Skills Refer to the About Company Axis Bank is the third largest private sector bank in India The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates MSME Agriculture and Retail Businesses The Bank has a large footprint of 4 594 domestic branches including extension counters with 11 333 ATMs 5 710 cash recyclers spread across the country as on 31st March 2021 The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021 The Overseas operations of the Bank are spread over eight international offices with branches at Singapore Dubai at DIFC and Gift City-IBU representative offices at Dhaka Dubai Abu Dhabi Sharjah and an Overseas subsidiary at London UK The international offices focus on Corporate Lending Trade Finance Syndication Investment Banking and Liability Businesses