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AVP, Service Delivery Digital Operations

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  • Banking & Finance
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Job Details

Job PurposeTo lead, coach, manage and control Service Team & related project activitiesTo render efficient and high quality Customer ServiceTo serve as the second level escalation point for customers requesting to speak to senior staff/managementTo monitor contacts/transactions of team members and provide appropriate feedbackTo Ensure that appropriate training rendered.To monitor, drive and manage SLA and performance of in-source or outsource operationsKey Accountabilities To achieve individual goals & targets & service levels of Team Manager, Customer Service Centre and Quality Assurance. Adept at handling/ leading both Processing Centre and Contact Centre Operations To develop team members in meeting individual & team service standards, campaign targets To adhere to professional standards behaviour & conduct in dealing with customers & fellow staff To proactively identify opportunities to improve the service performance To take accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Team Productivity, Cost per transaction (CPT) & Quality ProcessingStrict adherence to Risk & Governance Standards and Audit as laid out by the BankJob Duties & responsibilitiesManage, supervise, motivate, and train team members to build up an efficient, knowledgeable and professional digital service/relationship teamImplement new processes / initiatives on pan India level and on a local level, which will either help in improving the customer engagement & processing capability or enhance regulatory complianceNurturing talent in the team membersEnsure all activities related to KYC and processing is adhered with respect to bank guidelines and completed within agreed SLA/TATRegulatory process and guidelines are adhered to as per defined guidelines by L&C and RBI.To ensure onboarding training, referesher course and LMS training are executed and completed within the timelines with pass percentage.To ensure that block leaves are planned and availed as per the arrangements.To enusre that key KPI & Metrics are adhered to at all times and exceptions to be monitored and highlighted immediately.To produce team performance metrics and also CSR scorecards on monthly basisTo provide constructive feedback on call volume forecasting and schedulingCross Functional Collaboration between Processing Centre & Contact Centre OperationsObtain minimum satisfactory audit rating for the teamTo be able to manage insource and outsource staff effectively.Required ExperienceExperience in running 24x7 contact centre operations or banking operations managing large teams of at least 10 members directlySound knowledge of KYC, AML and Account services guidelinesDemonstrated track record in managing and leading CS or Operations team
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce)

Experience: 10-15


Finance | Operations/Customer Care
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