Head-Phone Banking

Corporate 1100-Corporate Office, Bangalore, Karnataka, India





Department
CORPORATE PHONE BANKING

Job posted on
May 03, 2024

Employee Type
Permanent

Experience range (Years)
0 - N.A.

• Formulate and execute the strategy for Phone & Video Banking channel for the Bank, which includes people, technology, process, performance and customer experience management.

• Design innovative \xe2\x80\x98voice\xe2\x80\x99, \xe2\x80\x98video\xe2\x80\x99 and \xe2\x80\x98non-voice\xe2\x80\x99 initiatives to reach out to customers to:

o Assist Bank in digitally onboarding new customers through VKYC/Video banking o Provide resolution of customers\xe2\x80\x99 grievances/queries as a top most priority o Enable seamless customer engagement \xe2\x80\x93 welcome calls, payment reminders, transaction etc. o Provide seamless/ branch like experience through video banking, as an alternative and effective channel for customer servicing and problem resolution o Identify opportunities to generate & convert leads for Ujjivan products/services

• Decide on products/services to be offered through phone banking with a focus to drive profitability and sustainability of the channel

• Ensure compliance with regulatory, audit and risk guidelines for the channel

• Manage the end to end operations of the in-bound and out-bound contact center; including selecting, onboarding and managing the vendors (for contact center technology) on an ongoing basis to drive productivity and operational efficiency

I. SIZE OF THE ROLE



FINANCIAL SIZE

NON-FINANCIAL SIZE

• INR 700~ crores business generation.

• Targeted customer retention, cross sell and up sell.

• Manage a portfolio of 1 lakh+ liability customers through Virtual RM platform.

• Maintain service levels for Phone & Video Banking for 1.5 lakhs+ inbound/outbound calls.

II. KEY DUTIES & RESPONSIBILITIES OF THE ROLE



Business

• Reorganize and run the phone & video banking channels of Ujjivan Small Finance Bank with the objective of extracting the \'power of phone & video\xe2\x80\x99 for delivering seamless customer experience; and identifying opportunities to grow business.

• Finalize vendors for establishing the inbound/outbound contact center for the bank; conduct periodic reviews to monitor performance, adherence to SLAs and adherence to risk framework

• Drive sales orientation amongst tele-callers; guide on leveraging every customer call for a possible cross-sell opportunity

• Achieve the overall targets for throughput (number of calls as per categories, no of sales leads, conversion rate etc.)

• Formulate the overall cost /per-seat pricing structure for the outbound & inbound contact center

• Periodically review and provide insights to update the services, list of call types, call scripts etc. for the outbound contact center

• Onboard and manage outsourced contact center for optimal productivity and efficiency

Customer

• Achieve key SLAs for customer service at phone and video banking channels

• Enable the channels to deliver end-to-end/ straight through services as first call resolution

• Ensure high degree of customer satisfaction for phone /video banking as a channel, measured periodically through customer satisfaction surveys (C-Sat score)

• Oversee and improve the overall quality of interactions with customers, through effective vendor management and Ujjivan supervisors at outsourced vendor(s) sites and ensure effective scripting of conversations on a periodic basis

• Manage instances of mis-selling, providing wrong information to the customers and take necessary actions to prevent the same in the future

• Inculcate the belief of \xe2\x80\x98100% customer satisfaction before sales\xe2\x80\x99 in all in-bound and out-bound tele-callers

Internal Process

• Formulate SLAs, policies and procedures (SOPs) for phone banking pertaining to call scripts, customer calling protocol etc.; oversee effective implementation of the same to ensure efficiency in day-to-day operations

• Ensure smooth operations of phone banking with excellent risk management ability to mitigate possible frauds and risks

• Ensure compliance with respect to regulatory /compliance requirements and guidelines related to outbound contact center

• Review reports from Internal audit / risk team to identify repeat areas of non-compliance and ensure related closures

• Oversee vendor relationship management and monitoring at a corporate level, to ensure adherence to SLAs and timely vendor payments

Learning & Performance

• Manage the phone/video banking vertical across the Bank; including capacity planning, deployment, training, performance monitoring and leadership development

• Ensure adherence to training man-days/ mandatory training programs for self and reportees.

• Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees.

• Monitor performance of staff against the defined goals/ metrics and take corrective action wherever required.

• Train the phone banking team on customer calling protocol, telephonic skills and call scripts for efficient customer service and generating sales

• Inculcate sales and service culture through trainings, upskilling, incentive, rewards & recognition programs.

III. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS




Educational Qualifications

• Graduate with good analytical skills and experience in managing contact center/video banking and other banking channels /IT/ Operations

Experience(Years and Core Experience Type)

• 15+ years of experience; preferably in BFSI/NBFC domain

• Should have experience in end to end channel management with P&L ownership

Certifications

• Candidates with suitable certification in Banking, customer relationship, six sigma will be given priority

Functional Skills

• Knowledge of contact center/video banking operations

• Experience in banking sales & service

• Vendor Management

• Business acumen

• Knowledge of compliance and risk requirements

• Understanding of audit and MIS

• SLA adherence

• Knowledge of sales force / distribution channel management

• Technology understanding

Behavioral Skills

• Creativity and entrepreneurship skills to drive innovation

• Good interpersonal skills

• Negotiation Skills

• Team Management

• Customer Service Orientation

• Training Skills

Competencies

• NA

IV. Performance Matrices



Balance Scorecard Perspective

Key Result Areas

Key Performance Index



Business

• No. of customers contacted (Plan vs. Actual)

• Conversion percentage for sales leads (liabilities, secured and unsecured)

• Call center utilization metric = Number of calls / caller

• Effective utilization of callers (% of time in a day when callers are idle)

Customer

• C-Sat score

• No. of customer complaints received

Internal Process

• Vendor Payments TAT

• Audit/Compliance deviations

Learning & Performance

• Training man-hours attended for self and team

• Adherence to timelines for completion of PMS for self and reportees