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Service Head - Voice/Non Voice Operations - Bank (7-12 yrs)
One of the leading banks is looking to hire Service Heads.
About the Role:
Key Responsibilities:
- Stakeholder Management
- Customer satisfaction as per the business requirement
- KPIs for the team like average handling time (AHT), adherence, client experience metrics, sales, quality, digital migration, etc.
- Ensuring timely resolution and customer communication on escalated cases,
- Contributing to process efficiency
- Representing the cluster in various forums
- Motivating and developing teams to meet and exceed unit targets on service, sales, and client experience parameters,
- Managing referrals and sales goals set as per targets,
- Managing escalations / complaints and client experience,
- Governing adherence to compliance and information security requirements on service and sales,
- Managing overall performance of the teams assigned,
- Mentoring and coaching the Supervisors and Coaches for performance and behavioral gaps,
- Managing the bottom quartile delivery,
- Managing administrative activities for the teams,
- Attending meetings and reviews to represent the cluster delivery,
- Managing discipline on the production of the teams,
- Conducting performance appraisals as per company timelines and guidelines,
- Managing the hiring, training and the onboarding requirements for the business,
- Ensuring smooth functioning of the operations on the floor
Qualifications
Optimal qualification for success on the job is:
- Post-graduate from a recognized institution
- 7-12 years of relevant experience
Role Proficiencies:
For successful execution of the job, a candidate should possess the following:
- Strong leadership qualities,
- Strong communication skills including presentation and storytelling,
- Strategic thinking,
- People management including interviewing, coaching, and mentoring,
- Excellent stakeholder management and influencing skills,
- Data analysis and analytical thinking,
- Problem-solving skills,
- Detail orientation,
- Proficiency in MS Office
Job location : Noida
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