HDFC Bank - Unit Manager - Email Management Team - Virtual Care

Unit Manager - Email Management Team - Virtual Care

Job Purpose:

- National role to handle email queries/complaints related to diverse products of Bank

- Responsible to manage the team based at Mumbai & Chennai comprising of Bank Supervisors, Bank Staff & HDB Staff who respond to written customer queries & complaints through email.

- To ensure all responses and resolution ( FCR/NFCR - First Contact/Non First Contact resolution ) in the unit are carried out end to end effectively and efficiently by liasing with multiple stake holders (like Service delivery / Product & marketing / PAN India Branches & AFU /CPU / OPS / WBO, BSG / Sales etc.) in order to deliver results with enhanced productivity and quality to achieve the overall objective of adequate resolution and Customer satisfaction.

- To ensure the engagement & commitment levels of the team leaders is high to achieve the common objective of Customer satisfaction through effective people management and interpersonal skills, given the high productivity expectations - close to 80% higher than industry correspondence teams

- Regular analysis of volumes monthly to drive initiatives/process corrections across various back end/product teams in the bank to bring down the overall inflow of mails.

- Ensure volume management initiatives are implemented by creating FAQs in the bank website to ensure customer is able to resolve his query upfront.

- To ensure customer write back/escalations on customer complaint is kept at a minimal level and minimizes the number of escalations going to senior management/BO/Regulators.

- To ensure adherence to Bank Policies and guidelines

Job Responsibilities(JR) : 6 - 8 Areas Actionable (4-6)

Unit Productivity :

- To achieve optimal productivity basis vintage and learning curve at very high levels compared to industry

- Maintain benchmark productivity per officer as per norms across vintages

- Ensure adequate action with nil exceptions / errors and minimal escalations

- To monitor and drive team towards NIL observation in CRM assessment by QIG

- RCA analysis and feedback to respective back end team and process improvement & suggestions

SLA / TAT:

- To manage the incoming email queries and complaints which are FCR / NFCR in nature

- Manage the unit to ensure accurate and speedy response is sent to the customers by the following:

- Drive effectively achievement of TAT as per benchmark at the unit for all mails received thus achieving faster resolution of FCR cases.

- Weekly Roster planning as it is a 7 day working shop, basis dynamic needs according to volumes to ensure timely response to customers. Management of a workspace across holidays and weekends with no outages/staff issues

- Maintain and ensure that repeat interactions post first contact with the unit are controlled and reduced.

- Log referrals through CRM / alternate applications, against other units wherever internal resolution is not possible & co-ordinate for quick resolution with 100% accuracy as per QIG assessment

- Responsible for escalation of cases not closed within TAT or have been closed inadequately daily to senior officials across the various backend /product teams for ensuring customer resolution.

- Liaising with multiple stake holders for effective resolution of customer queries / complaints.

- To ensure timely closure and TAT adherence in Weekly dashboard update on CRMs to MD & Senior Management to have nil outages

Customer Focus & Service Experience:

- Drive and ensure all mails are responded as per the set quality parameters.

- Root cause analysis for escalated complaints and check for process improvements / need for coaching and training.

- Feed backing sharing basis escalated complaints balancing staff requirements given their profile and management expectations

- Feedback sharing basis quality sample checks done / negative stances received

- Ensuring adherence to Service Quality parameters

- To ensure complete adherence to the Empowerment / Negative stance validation process as per Complaint Management Note

- Financial authority exercised balancing customer requirement and with nil exposure to financial operation loss.

People Management :

- Conduct monthly reviews with the officers / team leaders to enhance their performance.

- Have regular team huddles to improve the communication from the team and have the team connected for better achievement of the goals

- Ensure staffs are motivated to achieve the service standards and keep up their motivation levels through rewards / recognitions for good performance.

- Customized training program for officers joining the email team.

- Recruitment / Manpower planning

- Ensuring all eligible staff avails mandatory PL

- Ensuring availability of optimum resources at the unit

- Keep the attrition low at the unit

Process Enhancements:

- Analyze the incoming volume in the Channel and provide inputs to business on the top query / complaint types

- Share feedback to business units and service delivery teams, on the process gaps identified resulting in customer write ins

- Suggest process improvements to enhance customer self help avenues, there by reducing customer write ins

- Highlight new customer issues received in the Channel, to the relevant units and the service delivery team new for immediate identification and redressal of the issue.

- Engage with external / internal units for launch of alternate source of handling customer mails. Eg. Chat box.

- To bring down customer complaints by continuous process reviews and improvements.

Service Quality & Compliance :

- To ensure adherence to Service Quality parameters as per Complaint Management Note

- To ensure compliance to Bank's security guidelines

- To ensure compliance to Admin and HR guidelines in terms of punctuality, leave management, clean desk policy, Holiday Request Approval etc

- To ensure compliance on laid down process by RBI & TRAI

Educational Qualifications ( examples listed below ) Key Skills(examples listed below):

- Graduation/PG

- Banks Product Knowledge across liability/assets/demat/nri/managed desks.

- Process Domain knowledge

- Planning and Organizing Skills

- Team Management / Interpersonal Skills

- Communication

- Awareness of Banking regulations

- Knowledge on MIS

- Sales and Influencing Skills

Experience Required(examples listed below):

- 10+ years of experience.

Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)(examples listed below)

- PAN India - Branch Heads / Circle Head / Cluster Head etc.

- L1 Members

- Direct Banking Ops, CPU / AFU and other Ops Units

- WBO

- Product , Service Delivery & Marketing Teams

- Nodal officers

- EMT QIG unit & all other unit verticals based on the requirement of the query received.

- Sales Teams

- Other OCC verticals

- Central teams of Talisma

- Business solution group for any assistance required on applications used

- IT / Network teams

- Admin team

- Human Resources team

- External Interactions

- Vendor bill management

- Telephone service providers

- Email application vendor

- Vendors for new projects and forth coming applications