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Credit Card Team Manager

2 weeks ago

Noida, Uttar Pradesh, India Kotak Mahindra Bank Full time

**Job Title:** Credit Card Team Manager

About Us: Kotak Mahindra Bank is a leading financial services company that provides a wide range of products and services to its customers.

Job Description: We are seeking a highly motivated and experienced Credit Card Team Manager to join our team. As a Credit Card Team Manager, you will be responsible for managing a team of officers handling inbound calls in Credit Cards. You will be responsible for delivering on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks. You will also be responsible for managing Floor to monitor discipline on floor, resolve officer's queries to assist customers, raise issues to respective departments for resolution, update officers on process product updates, workstation availability, shrinkage, etc.

Responsibilities:

  • Manage a team of 15-18 officers handling inbound calls in Credit Cards
  • Deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks
  • Manage Floor to monitor discipline on floor
  • Resolve officer's queries to assist customers
  • Raise issues to respective departments for resolution
  • Update officers on process product updates, workstation availability, shrinkage, etc.

Requirements:

  • Graduate with minimum 5 to 6 years of relevant experience in servicing of financial products and at least one year in managing a team
  • Excellent communication skills - Verbal, Written
  • Flexible to work 24/7 (For Females - 7AM till 8PM, including Sunday holidays)
  • Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc.
  • Be Confident and willing to learn with a flair for knowledge
  • Possess an upbeat, positive can-do attitude, works with integrity
  • Team Player, collaborative, Self-motivated person including the ability to act as a role model within the organization
  • Should be able to establish rapport quickly with peers, managers, customers