Contact Centre Manager

Found in: Talent IN C2 - 3 weeks ago

Bengaluru, India Standard Chartered Bank Full time

RESPONSIBILITIES

Responsible for providing timely reports and presentations to the top management. Assessed Business requirements, prepare business cases and review. Work closely with vendor to enhance SA X-sell and portfolio ownership of personal performance, improvement and development plan, ensuring regular reviews with manager are carried out.

Strategy

Publish Daily, weekly, fortnightly and Monthly MIS to Management team and Business. Prepare the Day on Day calling trend report and publish the same to Management. Prepare the product wise performance sheet and growth% , which contains MoM SA leads generated,MoM SA portfolio services analysis. Highlight the Gap between Budget Vs Actual and Last Month Vs Current Month. Indicate the efficiency between campaigns. MTD / YTD performance MI on SA lead generation and SA portfolio services (Welcome calling/Bill Pay/TD etc). Vendor Management Campaigns and offers SA account and portfolio activation rate Identify potential disputes / escalation / specific trends/ process gaps noticed while handling of cases and highlight to the management

Business

To ensure timely MIS with accuracy of data form the agency. Implement efficient calling by optimising calling/base strategy  Identify the channel wise (through which leads are generated) Productivity.  Publish the channel wise (through which leads are generated) Performance report. MTD/YTD growth  Customer (number of customers) across each balance band – overall at a branch level as well as Priority and Premium movements. Manage and monitor caller performance Engagement with vendors to drive revenue lines Cost optimisation

Processes

Develop and maintain reporting and analysis on SA lead generation and Portfolio Publish consolidated MI for Management team Publish key MI across each process with granular information on key program areas. To track the outcome of such discussions to completion  Analyse Trends and opportunity on the data shared Ensure adequate dialler login time in the agency sales team Complete vendor management Group projects 

Risk Management

Own and Mitigate Risk management elements of all associated business and processes Ensure proactive risk analysis and management

Governance 

Manage all regulatory reportings pertaining to third party. Represent Product team inall Audit related issues on charges Manage all regulatory submissions related to third party management

Regulatory & Business Conduct 

Display exemplary conduct and live by the Group’s Values and Code of Conduct.  Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. Lead to achieve the outcomes set out in the Bank’s Conduct Principles Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

Products & Segments Branches Digital Banking Finance SBIM Marketing Acquisition channels Contact centre CEPG

Other Responsibilities

Embed Here for good and Group’s brand and values; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

Must be a graduate At least 5-7 years of work experience with experience in Retail Banking Demonstrated ability to think strategically to identify risk and mitigate Positive attitude with the capability to work under pressure and deliver on multiple deadline Ability to influence, negotiate and constructively challenge to achieve productive solutions  Ability to respond effectively to change, managing work in a fast paced matrix environment including across multiple geographies and functions Excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internal/external organizations  Excellent analytical and logical skills Excellent oral, written and presentation skills

Role Specific Technical Competencies

MS Office Vendor Management Virtual Business Management

  • Contact Center Team Lead

    Found in: Talent IN 2A C2 - 3 weeks ago

    Bengaluru, India Mobile Programming LLC Full time

    Job Description :As a Technical Lead for the Contact Center System, you will be responsible for ensuring the smooth operation and maintenance of Porter's in-house contact center system. You will lead a team of engineers in managing and maintaining the in-house Contact centre servers (currently Ameyo being the vendor), which includes product...

  • Contact Center Team Lead

    Found in: Talent IN 2A C2 - 4 days ago

    Bengaluru, India Mobile Programming LLC Full time

    Job Description :As a Technical Lead for the Contact Center System, you will be responsible for ensuring the smooth operation and maintenance of Porter's in-house contact center system. You will lead a team of engineers in managing and maintaining the in-house Contact centre servers (currently Ameyo being the vendor), which includes product...

  • Centre Manager/Asst Centre Manager

    Found in: Talent IN 2A C2 - 3 weeks ago

    Bengaluru, India Career Launcher Full time

    About Career Launcher: We are one of India's most reputed Test Preparation and Career Guidance company with a 30 year track record and Pan India Presence. Key services that we offerComprehensive training for National level MBA Entrance Exams: CAT, XAT, NMAT, SNAP EtcTraining for National Level Law Entrances: CLAT, AILET, LSAT etc for Class XI and Class XII...

  • Resolution Specialist

    Found in: Whatjobs IN C2 - 2 weeks ago

    Bengaluru, India Walmart Global Tech India Full time

    Job DescriptionJob Title – RESOLUTION SPECIALIST, CONTACT CENTERPosition Level – KWork Location – Bangalore10 months – 3 Yearsof relevant customer service experienceShould be ready for permanent night shiftsAPPLY IN BELOW LINK SummaryYou make sound judgments and promote aAssociate / Candidatesfocused environment. You optimize execution and results....

  • Resolution Specialist

    Found in: Whatjobs IN C2 - 2 weeks ago

    Bengaluru, India Walmart Global Tech India Full time

    Job DescriptionJob Title – RESOLUTION SPECIALIST, CONTACT CENTERPosition Level – KWork Location – Bangalore10 months – 3 Yearsof relevant customer service experienceShould be ready for permanent night shiftsAPPLY IN BELOW LINKJob SummaryYou make sound judgments and promote aAssociate / Candidatesfocused environment. You optimize execution and...

  • Centre managers

    Found in: Talent IN C2 - 3 weeks ago

    Bengaluru, India SSystems Quest Pvt Ltd Full time

    Centre managers are responsible for planning, organising, and coordinating the daily professional operations of their business.Those interested in helping businesses develop long-term relationships with clients may be drawn to a career in business development. Business development managers play a crucial role in the success of an organization. These...

  • Centre Coordinator

    5 days ago

    Whitefield, Bengaluru, Karnataka, India Preschool Whitefield Full time

    Responsibilities include: - Monthly curriculum planning with teachers - Day to day interaction with parents - Counselling and guiding teachers - Organising events such as Sports days and Annual Days - Conducting orientation for class parents. - Collection of payments, distribution of salaries and maintaining records - Handling procurement of materials and...

  • Walmart - Manager - Contact Center

    Found in: Talent IN 2A C2 - 2 weeks ago

    Bengaluru, India Walmart Full time

    Manager - Contact Center As Manager, Contact Center you will be responsible for overseeing and managing the daily operations of a contact center. This includes ensuring that all customer interactions are managed in a timely and professional manner, maintaining high levels of customer satisfaction, and setting strategic goals for the team. You will also be...

  • Senior Manager

    Found in: Whatjobs IN C2 - 2 weeks ago

    Bengaluru, India Standard Chartered Bank Full time

    Role ResponsibilitiesThe role of Senior Manager – Client Care Centre is responsile to develop and lead a team at various levels, setting a culture and environment to achieve maximum operational effectiveness through the delivery of production, revenue, and quality KPI’s. Accountable for the day-to-day performance of the team to deliver a best-in-class...

  • Centre Manager Operations

    Found in: Talent IN 2A C2 - 3 weeks ago

    Bengaluru, India Jobstronaut Full time

    The client is in the Healthcare sector and is looking to hire a Center Manager to join their team at Bangalore.The Centre Manager is responsible for managing center operations, and provides leadership in strategic and operational planning. He/She leads the development of center initiatives, and improvements for effective delivery of center programmes and...

  • Centre Manager Operations

    Found in: Appcast Linkedin IN C2 - 3 weeks ago

    Bengaluru, India Jobstronaut Full time

    The client is in the Healthcare sector and is looking to hire a Center Manager to join their team at Bangalore.The Centre Manager is responsible for managing center operations, and provides leadership in strategic and operational planning. He/She leads the development of center initiatives, and improvements for effective delivery of center programmes and...

  • Centre Manager Operations

    Found in: Whatjobs IN C2 - 3 weeks ago

    Bengaluru, India Jobstronaut Full time

    The client is in the Healthcare sector and is looking to hire a Center Manager to join their team at Bangalore. The Centre Manager is responsible for managing center operations, and provides leadership in strategic and operational planning. He/She leads the development of center initiatives, and improvements for effective delivery of center programmes and...

  • Operations Centre Associate

    4 days ago

    Bengaluru, India MYn App Full time

    **Operations Centre Associate** **Location: Bangalore (On-Site)** Myn Global is looking for Operations Centre Associates to join our team and support our organization by managing the day-to-day tasks and administrative needs of our business operations. This is an exciting opportunity to be part of a growing technology brand that is making a difference in...

  • Senior Manager

    Found in: Talent IN C2 - 3 weeks ago

    Bengaluru, India Standard Chartered Bank Full time

    Role Responsibilities The role of Senior Manager – Client Care Centre is responsile to develop and lead a team at various levels, setting a culture and environment to achieve maximum operational effectiveness through the delivery of production, revenue, and quality KPI’s. Accountable for the day-to-day performance of the team to deliver a...

  • Occupational Therapist

    5 days ago

    Bengaluru, India Gupta's speech and hearing Centre Full time

    We have opening for an occupational therapist for a pediatric centre. No of post: 1 Work place: The Snowdrop therapy centre Location: Sahakarnagar, Bangalore. Key responsibilities: Conduct assessment for physical and sensory processing disorders Plan therapies to improve physical, sensory and motor skills of a child Cordinate with the members of the...

  • Occupational Therapist

    18 hours ago

    Bengaluru, India Gupta's speech and hearing Centre Full time

    We have opening for an occupational therapist for a pediatric centre. No of post: 2 Work place: Gupta's speech and hearing Centre Location: Yelahanka, Bangalore. Key responsibilities: Conduct assessment for physical and sensory processing disorders Plan therapies to improve physical, sensory and motor skills of a child Cordinate with the members of the...

  • Receptionist Coordinator for Medical Centre

    5 days ago

    Bengaluru, India IEM Health Sciences Pvt Ltd, Bangalore Full time

    Support company operation by maintain office system and supervision staff. - General administrative duties, support, ordering departmental supplies, maintain centre file, maintain certificate and files. - Manage centre, working, coordinate with manager, doctor and CEO. - Reviewing daily office work and activity report. - Maintain and organized filing system...

  • Data Centre

    Found in: Whatjobs IN C2 - 3 weeks ago

    Bengaluru, India Azim Premji Foundation Full time

    Organization: Azim Premji Foundation The Azim Premji Foundation aims to contribute to a society that is “a just, equitable, humane and sustainable society” as envisaged in the Constitution of India. The Foundation does extensive and deep ‘on-the-ground’ work across the country – directly through its operations and partners. It has established...

  • Data Centre

    Found in: Talent IN 2A C2 - 3 weeks ago

    Bengaluru, India Azim Premji Foundation Full time

    Organization: Azim Premji FoundationThe Azim Premji Foundation aims to contribute to a society that is “a just, equitable, humane and sustainable society” as envisaged in the Constitution of India. The Foundation does extensive and deep ‘on-the-ground’ work across the country – directly through its operations and partners. It has established Field...

  • Data Centre

    Found in: Appcast Linkedin IN C2 - 3 weeks ago

    Bengaluru, India Azim Premji Foundation Full time

    Organization: Azim Premji FoundationThe Azim Premji Foundation aims to contribute to a society that is “a just, equitable, humane and sustainable society” as envisaged in the Constitution of India. The Foundation does extensive and deep ‘on-the-ground’ work across the country – directly through its operations and partners. It has established Field...