Job Description

Team Management & Leadership

Lead, manage, and motivate a team of Customer Care Executives to achieve daily, weekly,
and monthly targets.

Allocate work, manage schedules, attendance, and shift adherence. Conduct regular team meetings, huddles, and performance reviews. Coach and mentor team members to improve productivity, service quality, and behavioural
skills.

Customer Service Operations

Ensure timely and accurate resolution of customer queries related to banking products such
as Savings Accounts, Current Accounts, Loans, Deposits, Digital Banking, and Cards.

Handle escalated customer complaints and provide effective resolutions within defined
TATs.

Monitor call/email/chat quality and ensure adherence to service standards.
Performance & KPI Management

Track and analyse key metrics such as AHT, FCR, CSAT, productivity, and quality scores. Implement action plans to improve team performance and customer satisfaction. Prepare and share MIS reports, dashboards, and performance summaries with management.
Quality & Compliance

Ensure adherence to RBI guidelines, internal policies, SOPs, and data security norms. Support audits and compliance checks as required. Promote a culture of ethical conduct and customer-centric service.
Training & Development

Identify training needs and coordinate with the training team for skill enhancement. Support onboarding and on-the-job training for new joiners. Conduct refresher training sessions and knowledge-sharing activities.
Required Skills & Competencies

Strong team handling and people management skills Excellent communication and interpersonal skills Customer-focused mindset with problem-solving ability Good knowledge of banking products and customer service processes Ability to analyse data and prepare MIS reports Proficiency in MS Excel, CRM systems, and call centre tools Ability to work under pressure and manage multiple priorities
Educational Qualification

Graduate in any discipline
Key Behavioural Attributes

Leadership and decision-making ability High level of integrity and accountability Result-oriented and process-driven Positive attitude with strong ownership mindset
Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?65,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person