Team Manager - Contact Centre Operations - Institutional Banking Group

We have few very urgent position in one of the best and established MNC BANKING operations delivery setup :-

Position :- Team Manager - Contact Centre Operations [ Institutional Banking group ]

LOCATION :- Pune

Ctc - 11 - 13 lac ; depending upon current CTC and relevant experience.

Job Purpose

To manage the Contact Centre, Email, Sales support & Back office operations for bank's Institutional banking Group

Key Accountabilities

Management of the Client's BusinessCare, including :

1. Achieve and maintain target Service Levels for inbound calls & emails

2. Detailed planning of human resource requirements by working closely with WFM Team on forecasting call volumes, manpower plans and technology drivers

3. Achieving Customer Centre service goals and maintaining the right balance between operational efficiencies, productivity, risk & controls, people engagement

4. Engaging with business & support partners to build a close and strong working relationship to manage customer satisfaction and service evolution

5. Developing leadership for team-based performance to achieve group and individual service & campaign targets and standards

6. Identified & implement opportunities to continuously challenge and innovate to implement improvements in the Business Care to deliver a joyful customer experience

7. To Manage Centre's cost so as to enhance productivity of the team and value added service to both customer and Business Partners alike

Job Duties and Responsibilities

1. Set-up & manage contact centre in line with Group Standards.

2. To coach, counsel and supervise direct reports to ensure smooth operations

3. To handle exceptional call escalations

4. To conduct regular feedback/brainstorming sessions with direct reports and other staff in order to share team management best practices & emerging call centre trends and address areas for improvements.

5. Implement corporate and departmental policies, procedures, and service standards.

6. Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.

7. Train and develop employees in job duties and company policies or arrange for training to be provided.

8. Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.

9. Interpret and communicate work procedures and company policies to staff.

10. Work with Singapore team to set-up support infrastructure like knowledge base etc

11. Drive superior levels of customer satisfaction and service levels

12. Detailed planning of human resource, volume & financial forecasts and technology drivers to ensure the operation is able to successfully achieve its goals

Experience :

Non-technical Experience

1) Strong project management skills

2) Communication skills, Presentation skills, good writing skills

3) Basic understanding of legal structures, SEBI and RBI Regulations

Technical Experience

1) Experience in corporate contact centre preferred

2) Experience in Trade or Cash or current account back-office Operations preferred

3) Good understanding of related systems and technology

Minimum No. of Years

At least - 5 to 8 years of proven management experience in a large call centre or back office environment .

INDUSTRY : BFSI, Bank, NBFC, Insurance, eCommerce, BPO / KPO, any service industry currently handling contact centres.

TCPL