CEC - Unit Manager - Inbound-Customer Experience Center-Contact Centre

11 hours ago

Thāne, Maharashtra, India Kotak Life Insurance Full time ₹ 15,00,000 - ₹ 20,00,000 per year

About The Role

CEC - Unit Manager - Inbound

CEC - Unit Manager - Inbound-Customer Experience Center-Contact Centre Inbound

Department Customer Experience Center Location Thane/Noida Reporting Relationship CEC Head Position Grade Associate Vice President/Vice President

Job Role

  • Responsible for management of the Inbound teams for Liabilities/Assets or Cards
  • Partnering & collaborating with sponsoring business Verticals for new mandates
  • Meeting Budgeted Productivity and Cost to Income ratios as per Service level agreements with Principals.
  • Ensuring superior service & sales delivery for a range of diverse financial services in a highly quality focused and challenging environment.
  • Strategize and implement procedures and policies to ensure high quality customer experience.
  • Ensuring strict adherence to the internal control & monitoring processes for ensuring timeliness, quality and standards as per the bank requirements.
  • Maximization of opportunity arising out of the customer engagement at CEC and creation of requisite efficient workflows.
    About The Role - Graduate or MBA
  • Experience in Customer Service atleast 5 yrs+, with an overall experience of around 12-15 years
  • Contact center exposure in a banking / credit cards skill preferred.
  • Experience in managing large teams (300+ FTEs)
  • Knowledge of Contact Center IP platforms.
  • Advancedpeople management and leadership skills
  • Broad product and industry awareness
  • Ability to persuade, influence and negotiate effectively at all levels within the organization.
  • Excellent sales track record for liability, asset and TPP sales through different channels.
  • Good communication & Interpersonal Skills.
  • Eye for details.
  • Presentation skills

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