Team Manager Relationship Banking Group Customer Service

Year Thane, Maharashtra, India

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Job Role

Responsible for Managing a Team of 18-20 officers handling inbound/outbound calls/Emails/Branch .
Manage Team to deliver on Quality, Call productivity, Cross Selling, Real time call queue management and Shrinkage as per the defined benchmarks
Manage Floor and to monitor discipline on floor, resolve officer’s queries to assist customers, raise issues to respective department for resolution, update officers on process/product updates, workstation availability, shrinkage, etc.
Regularly monitoring team’s performance and sharing timely performance.
Manage escalated customer calls (complaints) with end-to-end resolution.
Analysis of team performance and sharing training need analysis or process improvements.

Job Requirements

Graduate
Minimum 3 to 5 years of relevant experience in servicing of financial products and at least one year in managing a team
Excellent communication skills – Verbal & Written
Excellent excel & powerpoint presentation skills
Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc
Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers

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