Job Description

:Job Role: Team Leader

• Lead a team of Virtual Relationship Managers (VRM) responsible of service, sales, and profitability from assigned portfolio.

• Collaborating with fulfilment teams to ensure best in class conversion ratios.

• Ensure availability of trained manpower to maintain production at 100% capacity.

• Meet cost to income ratios as determined by Score card.

• Adherence to Standards of Performance.

• Meeting Customer Satisfaction index as measured through NPS surveys.

Job Requirements:

• Graduate with 7+ years of experience or Post Graduate with around 5 years of experience, of which a min 3 years leading a team of 15+ Full Time Employees.

• People management skill essential.

• Experience in working in a tele-sales or relationship management in BFSI preferred.

• Certified in AMFI/IRDA.

• Good listening skills and strong communication abilities.

• Team Player.

Job Role: VRM Officer

• To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors.

Differentiated training to make them universal phone banking officers - cross training in cards, liabilities, assets.

• This skill will also do sales with assigned customer based mapped to them.

• Measure of outcomes - NPS, Service Level, Service Quality and Sales.

• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.

• Ensure customer delight and consistent service experience, including timely resolution of customer queries/issues.

• Complete the logs specified by the process (End-of-day target).

• Adherence to Information Security norms & quality process norms.

• To be aware of and comply with any updates about the process.

• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance.

Job Requirements:

• Should be a least graduate.

• No western line candidates to be scheduled, kindly hunt profiles residing near to Thane.

• Should not have employment gap for more than a month.

• Should have at least completed a year in current org.

• Better soft skills - conversational skills and English versant scores 7+.

• Flexible to work on rotational week offs.

Kotak Mahindra Bank