Phone Banking Manager

Experience (Years and Core Experience Type)

• 10 to 15 years work experience in customer service, helpdesk, tele-calling in Banking Domain
• Independently handled contact center operations with 100+FTEs

I. ROLE PURPOSE & OBJECTIVE

• Will be responsible for ensuring smooth operations of the Regional/Respective Phone banking Inbound Line of Business.
• Responsible for supervision of the customer service provided at the particular regional Phone banking unit
• Ensuring SLA's and KPI's are met and where possible exceeded. Ensuring Customer experience is of the highest standard at all times
• Responsible for Work Force Management, Schedule & Attendance Adherence, Call Volume Forecasting, Resource management, First Call Resolutions, Staff development programs and Timely hiring of Budgeted Resources for the unit
• Implementation of best practice and support management through continuous assessment, communicating process and product recommendations to relevant departments

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Value generation of 4 to 12 Lacks per month per officer

• 6 to 10 vendors / consultants handled

• All products and services of Bank offered via Phone Banking
• 60 to 80 officers
• 7 to 10 supervisors
• Coordinate with Branches/business SPOCs for customer queries, escalations, requests and sales

I. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Managing Inbound service center
• Value creation through cross selling and upselling on various products of the bank
• Continuously interact with Businesses to understand new product features and improvements in processes
• Assist Operations with understanding agent opportunities and updating processes to meet those needs
• Ensure all benchmarks, KPIs and timelines of the unit are met
• Observe performance of team to identify their strengths and weaknesses and strengthen lose ends. Also, take disciplinary measures against any team members incase required
• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
• To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction. Review and improve processes as required

Customer (Both Internal & External)

• Develop/update service procedures, policies and standards
• Reduction of repeat calls/Escalations & Improve First Call Resolutions
• Create better mode of operations to make customer service easier for both team members and customers
• Process building to cater to customer requirement and reduction of TAT
• Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
• Provide guidance on how to escalate complaints / disputes within the organization
• Analyze customer service-related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service.

Internal Process

• Ensure no audit comments against process manuals or processes followed
• Ensure Attrition is taken care of by introducing various engagement activities within the unit
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Monitoring and managing regulatory requirements
• Ensure teams Quality scores are well over the Benchmark
• Providing regular reports to the senior management team relating to departmental performance statistics against standards to determine and improve the level of customer service provided by the organization to our customers

Innovation & Learning

• Ensure refresher training are conducted month on month
• Ensure monthly reviews are conducted with the team to understand scope of improvement
• Ensure goal-setting, mid-year review and annual appraisal process within specified timelines for self and for the team
• Actively looking for process enhancements and quality improvements resulting in best-in-class response resolution and closure times

Interested candidate can apply on mentioned job post /or share your updated resume on -