Team Leader

5 hours ago

Thāne, Maharashtra, India Kotak Mahindra Bank Full time ₹ 15,00,000 - ₹ 25,00,000 per year

CEC-Team Leader-VRM-BRANCH BANKING-VRM

Job Role: Team Leader


• Lead a team of Virtual Relationship Managers (VRM) responsible of service, sales, and profitability from assigned portfolio.


• Collaborating with fulfilment teams to ensure best in class conversion ratios.


• Ensure availability of trained manpower to maintain production at 100% capacity.


• Meet cost to income ratios as determined by Score card.


• Adherence to Standards of Performance.


• Meeting Customer Satisfaction index as measured through NPS surveys.

Job Requirements:


• Graduate with 7+ years of experience or Post Graduate with around 5 years of experience, of which a min 3 years leading a team of 15+ Full Time Employees.


• People management skill essential.


• Experience in working in a tele-sales or relationship management in BFSI preferred.


• Certified in AMFI/IRDA.


• Good listening skills and strong communication abilities.


• Team Player.

Job Role: VRM Officer


• To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors.

Differentiated training to make them universal phone banking officers – cross training in cards, liabilities, assets.


• This skill will also do sales with assigned customer based mapped to them.


• Measure of outcomes – NPS, Service Level, Service Quality and Sales.


• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.


• Ensure customer "delight" and consistent service experience, including timely resolution of customer queries/issues.


• Complete the logs specified by the process (End-of-day target).


• Adherence to Information Security norms & quality process norms.


• To be aware of and comply with any updates about the process.


• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance.

Job Requirements:


• Should be a least graduate.


• No western line candidates to be scheduled, kindly hunt profiles residing near to Thane.


• Should not have employment gap for more than a month.


• Should have at least completed a year in current org.


• Better soft skills – conversational skills and English versant scores 7+.


• Flexible to work on rotational week offs.

Experience LevelSenior Level

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