Associate Vice President

2 weeks ago

Taramani Chennai Tamil Nadu, India Global Serve Solutions Full time ₹ 15,00,000 - ₹ 30,00,000 per year

Position: Associate Vice President - Affluent, Sales and Retention

Industry: Voice & Virtual

The role is responsible for providing strategic direction, guidance and leadership to the formulation and performance of unit that is aligned to the overall global WRB and contact center strategy and deliverables. This encompasses inbound tele-service, tele-sales and governance, synchronized across products and segments.

Key Responsibilities

➢Supervise the team to ensure consistent delivery of customer delight relating to queries or problem resolution

➢Focus to meet the KPI target

➢ Maintain the cost of the unit within acceptable limits

➢ Handling escalation

➢ Tracking the accuracy and timely MI

➢ Cost and resource tracking and allocation

➢ Draw up initiatives and system changes that can bring about change in customer usage and behavior patterns thereby increase service / revenue

➢ Draw up action plans and champion Business initiatives that impacts service, sales and cost.

➢ Assist other units and businesses in projects and strategic initiatives that impact the unit and help in seamless delivery of KPI

➢ Ensuring SLA's are met for all service delivery aspects

➢ Ensuring high engagement levels in the team.

➢ Monitor performance against standards and provide feedback to staff and customers

➢ Manage, motivate and train staff and team leaders to ensure performance is optimized. Train staff on service and products and changes in products, procedures and policies.

➢ Work with the unit manager to review staffing requirements to match the workflow requirements

➢ Identifies opportunities for improvement and makes constructive suggestions for change.

➢ Inspires coworkers to attain goals and pursue excellence.

➢ To reduce the attrition rates and maintain it within the limits prescribed by the organization

Qualifications:

Graduate / Post-graduate degree in business management

➢ Minimum 4-8 years of banking experience with a majority of that time in Sales & Marketing / Operations / Collection (as applicable)

➢ Extensive knowledge of banking operations & process management

➢ Excellent analytical skills to analyse data points

➢ Strong "people management skills"

➢ High on influencing and negotiation

➢ Strong analytical and communication skills

➢ Excellent verbal and written communication skills

➢ Exceptional time management skills

➢ Excellent Stakeholder management

➢ Proficient in basic MS Office applications especially MS excel, MS PowerPoint & MS Word

➢ Knowledge of banking business/financial services

➢ Strong interpersonal skills, influencing and coaching skills

➢ Good problem solving and quick decision making skills

➢ Ability to meet and delivered within tight deadlines

Job Types: Full-time, Permanent

Pay: Up to ₹3,000,000.00 per year

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person

Speak with the employer

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