Job Description :SLA / TAT To provide faster resolution to customer queries through effective shift management and liason with other functions Rostering of the team to be done basis expected weekly volumes to ensure all customer mails are responded to, within the agreed timelines Plan of action to be circulated to the team everyday in a timely manner and ensure cases are prioritized in such a way to meet the timeline committed to customer Ensure that team raises nfcr queries to other functions in a timely manner and with adequate details, so that resolution is received without any delays To effectively monitor nfcr cases, liason with the other functions for resolution, follow the escalation matrix whenever required, inorder to meet the resolution timeline committed to customers.
Team Productivity Drive the team to achieve the productivity targets set, to ensure prompt response to customer emails Proactively plan the productivity numbers based on vintage and learning curve, specific to individuals Same to be done considering the increase in volumes and targets on turn around time Identify training needs of the team and conduct coaching sessions to improve the learning curve.
Conduct regular feedback sessions with officers, basis sample checks done To effectively hand hold new officers during the first month and ensure they are trained to respond to customers directly after one month on the job Ensure complete notice period is served by the officers at the time of exit To plan in advance to ensure there is no productivity dips due to any exit Customer Focus & Service Experience Drive the team to provide resolution of queries to be Customer Focussed by providing faster and accurate qualitative resolution / response Random sampling of cases to be done for the entire team as a part of internal quality check.
To provide individual feedback to the officers based on internal / external sample checks done Detail discussion to be had to ensure the gaps are highlighted in a coaching style and action plans are drawn to improve overall quality in email handling To keep the team updated on all product and process related information, to ensure complete and accurate information is shared with the customer in every interaction To have a structured mechanism of assessing officer knowledge levels on all areas related to the job To ensure adequate resolution in every email interaction, in order to avoid customer approaching the next levels of escalation to have his query resolved.
HR and Administrative compliance To create a satisfying and motivating work atmosphere for the team, there by keeping the staff attrition minimal To maintain accurate attendance record and leave record Effective ID maintenance to ensure there are no sharing of ids or active ids after any staff exit X-Sell To drive the team to do service call outs post resolution To ensure the team does all the mandatory checks before initiating the service call out.
To train the team to identify business opportunity during the service call outs To motivate and ensure quality lead generation by the team, as per business targets setSkillsBanks Product KnowledgePlanning and Organizing SkillsTeam Management / Interpersonal SkillsSales and Influencing SkillsCommunicationAwareness of Banking regulationsGood AdministratorPositive Attitude