Job Description:

Core Responsibilities

Assists a team of 8-12 phone banking officers
Focusses on service quality and customer satisfaction by proactive escalation handling
Handles end to end complaints management by ensuring timely closure of customer complaints
Sets performance parameters & deadlines to monitor performance of the team members and strives for operational efficiency by keeping a track on call abandoned ratio, average handling time of each officer, repeat callers etc
Motivates the team towards cross-selling thereby driving the productivity of the workforce
Conducts need based training programs to enhance the skill sets of the team and to keep them updated with companys latest products and processes
Participates in recruitment and retention of quality officers and fosters a culture of team work to achieve the business objectives
Prepares MIS(daily, weekly, monthly) to provide feedback to the top management

People Management or Self-Management Responsibilities

Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year
Ensures team productivity by providing guidance, ongoing feedback and coaching to individuals to enable achievement of the defined goals
Practices and leads by example to inculcate a sense of accountability, responsibility, integrity and respect within the team members

Risk and Internal Control Responsibilities

Follows risk policy and processes to mitigate the operational, regulatory, financial, informational, and reputational and audit risks as instructed by the departmental manager
Executes the established internal control systems and compiles relevant information for departmental audits, as necessary


Key Internal Interactions

Purpose of Interaction

For timely delivery of service and free flow of information (CST, SE, SAC, DB OPS, OSD)

Key External Interactions

Purpose of Interaction


For resolving customer concerns/ complaints in case of escalations


Bachelors Degree < Minimum 2-4 year of experience>

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : Accounting/Tax/Company Secretary/Audit
Role : Cost Accounting/ ICWA
Salary : As per Industry Standards
Deadline : 18th Mar 2020

Key Skills:

Company Profile:

Yes Bank Ltdarfix

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