Team Manager Retail Liabilities Ccu
Year Mumbai, Maharashtra, India
Job Description
6 - 9 years
Any Graduate
Credit Cards
12 lkh ~ 15 lkh
Basic Information
Role/ Job Title
Team Manager-Retail Liabilities CCU
Place of Work
Navi Mumbai Juinagar
Business
Customer Service Delivery
Function/ Department
Customer Service Delivery
Organizational Relationships
Supervisor Title & Grade
Lead - CCU
Scope & Size
Direct Reports
Team Leader-CCU
In Direct Reports
Customer Service Executive-CCU
Stakeholder Network
Internal Stakeholders
Leads, Operations team, Training team etc
External Stakeholders
Customers
Peers within functions
Team manager within Contact center
Peers in other functions
Team Manager in Operations
Job Purpose
eam Manager has a team in operations which he/she manages, directs and and controls to ensure that they meet up with targets and perform their duties in servicing customers according to laid down instructions and guidelines of the business. To ensure customer service by providing prompt and correct resolution. Customer First approach for effective Service Recovery to win back aggrieved customer Strict adherence on TATs for providing Resolution. Managing Team of Team Leader and CSEs. Strong focus on Quality, Revenue, Efficiency and cost management Go getter attitude, self-driven and able to work with minimal supervision and deliver expected business outcomes/Service Delivery Standards.
Roles & Responsibilities
Key / Primary Responsibilities
Team Management - Team Managers are in charge of the team leaders and CSEs whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities
Coaching and Mentoring: - Team Managers are also expected to be great tutors and excellent mentors to their team members
Goal Setting and Achievement: - team Managers would also be in charge of setting goals for others to achieve and therefore, he must be an achiever too
Multitasking:- Must be able to handle multiple tasks at the same time without errors and mistakes.
Other Responsibilities:
'Drive Business goals as per Business requirements
Strong business and stakeholder managing capability. Ability to effectively collaborate with field teams, internal and external
Proven record of high performance in teams managed or other projects/Role managed
Very effective Team handling, interpersonal and collaborative skills
Good MIS and analytics skills
Work to optimize productivity and efficiency for the entire team
Ability to handle escalations and diffuse crisis situations .Strong business understanding of Asset, Personal and Business Banking products
Strong focus on Quality, Revenue, Efficiency and cost management
Go getter attitude, self-driven and able to work with minimal supervision and deliver expected business outcomes/Service Delivery Standards
Secondary Responsibilities
Ability to effectively collaborate with internal and external teams/stake holders.
Ability to manage challenging situations and go the extra mile.
'Excellent MIS and analytical skills, Ability to effectively collaborate with internal and external teams/stake holders.
Ability to manage challenging situations and go the extra mile. Think out of the box for improving customer experience
Strong Verbal and written communication skills
Managerial & Leadership Responsibilities
Work to optimize productivity and efficiency of the team.Excellent people management and team building skills
Key Success Metrics
Excellent written and spoken communication.
Good understanding of Liabilities/Assets products and processes,
Excellent convincing skills.
'Solutions oriented approach to challenges
MIS and analytical skills,optimize productivity and efficiency of the team
Good understanding of Liabilities/Assets/ credit cards products and processes,
Job Requirements - Academic Qualifications
Graduate Degree
Yes
Premier / Tire I
Additional Information
Post Graduate Degree
Yes
Premier / Tire I
Additional Information
Professional Degree
University (Premier/ Tier1, II, III, Others)
Additional Information
Job Requirements - Technical Qualifications
Mandatory Certification
Issuing Institue
Additional Information
Prferred Certification
Issuing Institue
Additional Information
Job Requirements - Work Experience
Years of Experience
6 to 8 Years
Industries
Banking , Customer Service , NBFC - Loan
Level / Capacity
Senior Manager,Chief Manager
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Job Detail
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Job IdJD3076227
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMumbai, Maharashtra, India
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EducationNot mentioned
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ExperienceYear