HDFC Bank - Team Lead - Virtual Relationship Manager - Inbound Process - Phone Banking

Age : 28 -34 yrs

Department : Phone Banking

Job Title/Position : Team Manager - Virtual Relationship Manager -PBK

Reporting Position : Head-Video Banking-PBK

Job Size :

Number of reportees : Nil

JOB PURPOSE :

Responsible for managing a team of 8 VRM - Inbound in order to ensure the responsibilities detailed below :

- To deliver competent and consistent service along with the Superior Digital Experience to our customers through 24x7 Video Banking and tollfree no.

- To ensure the objective is to enhance customer relationship by providing face to face interaction facility to the customer through video call & voice calls with toll free no are met.

- To ensure that the Team consistently meets the defined agent productivity targets on call handling time, Quality parameters and cross-selling of Bank products in order to contribute to the Unit's achievement of the revenue generation targets.

Key Accountabilities :

Team Productivity and Service standards :

- Driving Team productivity measures & service standards.

- Manager adherence to schedule for the team - Timely logins & staff time through smart shift managements and break managements

- Handle unscheduled offs and ensure timely replacement.

Best in Class Customer call Experience :

- Proper call handling & 100% accurate resolution on calls by VRM - Inbound

- Query and doubt handling

- Escalation handling

- Coaching and Feedback session for team handled

Sales & Revenue Productivity :

- Consistently meet the service productivity standards.

- Ensure adherence to schedule and login times as applicable.

Process Compliance :

- Ensure adherence to process and audit requirements.

- Ensure accurate and timely submission of financial transactions.& requests

- Adherence to set processes of updating customer interactions in the system

Call Quality :

- Team member achieve Quality benchmarks defined from time to time.

- Exceptional / Very Good rating in Service Quality audit/checks.

- First Call Resolution - 90%( for non-complaint calls)

MIS - Reporting : To ensure accurate and timely reporting of MIS as circulated.

Measures :

- Maintain the service level target defined by Channel.

- Staffed time for VRMs to meet the bench mark.

- To ensure timely login by staff.

- To ensure the ATT / AHT to be below benchmark set by channel.

- Accurate and timely resolution of complaints/ customer issues.

- Error free servicing to the customer.

- Nil / Minimal complaints by customers on improper / erroneous handling during the supervising shift.

- Nil complaints post handling of the escalations. Nil deviations on TAT / no action.

- Error-free & on time logging of complaint/requests/data by team of VRMs-Inbound handled.

- Ensure VRMs provide complaint docket number (CDN)

- Meet Service productivity standards as defined from time to time.

- Maintain schedule adherence

- Error-free logging/recording of customer requests and adherence to processes defined.

- Consistently achieve defined Call quality scores.

- Timely and accurate reporting of defined MIS.

Salary Offered: 6 - 12 LPA