Banking Voice Delivery Manager - Mumbai

Job Title – Banking Voice Delivery Manager
Job Location – Mumbai

Work Model – Work from Office

Candidate Industry – BPO / KPO / GBS / GCC / GSS / Captive Shared Services

Candidate Location – Anywhere in India

Education and Certification Qualification – Bachelor’s degree in a relevant discipline. Commerce or a related discipline; a postgraduate qualification is preferred.

Specific Remarks: 15 years regular stream of education mandatory

Strong supervisory/management experience in an operational environment. 

Job Description

Managing the team to deliver to KPIs, by regular team meetings, floor walks, daily tracking and monitoring of performance against targets, encouraging an environment which best promotes  cultural values and behaviours, ensuring the team have the appropriate training, skills and knowledge to be able to provide best customer services on every occasion, and are motivated to deliver against challenging standards of service targets.

Manage the work of the team to ensure that timeliness and quality is the underlying principle of all process under their control, and to ensure that the team works within their job descriptions and adheres to relevant policies, processes and controls. This includes reviewing call monitoring and Quality

Domain exposure ( Banking / KYC) with effective performance management of team and individuals to ensure Key Performance Indicators, targets and objectives are met. Provide feedback, support and guidance where necessary. Lead, Coach and Support the effective performance of the Team to provide a level of customer service to both internal and external customers that ensures first class customer focus and delivery (including first line management of employee attendance, appraisals, performance, discipline and grievance – instigating/conducting informal & formal measures when appropriate).

Resolve conflict between customer and bank, and maintaining team credibility, including handling escalated queries/complaints.

Make full use of systems to progress decisions that are right for the customer, profitable to the company and the performance of the team.

Preparation of management reports and information, utilising and developing alternative/improved methods of gathering information, to allow more effective reporting.

Team Management / Banking / KYC / KPI Management / Customer Service / Quality Management
 

Shift: Candidate should be flexible with shifts