Job description

Assistant Manager/Manager - Banking & Cards Location ? Gurgaon Job Responsibilities : Candidate must have 8+ years? experience in a Banking & Cards environment supporting international clients into BPO Industry. Should possess strong supervisory/management experience in an operational environment Candidate must manage the Team/ Team leaders 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. 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. 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). Flexible to work in any shifts.

Skills Required

Key Skills

• BANKING AND CARDS
• CUSTOMER SERVICE
• INTERNATIONAL CALL CENTER

Other Information