Team Leader - Video Banking

ROLE PURPOSE & OBJECTIVE

• Responsible for managing a team of 15 to 20 Video Bankers.
• Manage team to deliver on Productivity, Quality, Cross Sell and Customer Retention as per defined benchmarks.
• Responsible to ensure availability of Staffing basis predicted volume, Shift Management and the Floor Management.
• Manage escalated customer calls with end-to-end resolution
• Responsible for achieving key business and service metrics

1. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Value generation of above 2 Cr per month through VKYC services for Digital acquisition of CASA/FD.
• Leads generation of above 1000 per month through Lead referral to Branches, Cross sell and Up sell.

• Managing a team of 15 to 20 Video Bankers
• 300 to 500 Service request through Video Banking.
• SLA above 90% for Customer request, VKYC and complaints.

1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Responsible for overall achievement of Business target for the team.
• Ensure VKYC are completed within TAT for Digital Deposits (CASA/TD)
• Ensure effective follow-up on dropout customers for achieving higher conversion of leads
• Implement regular follow up mechanism for new/cross sell and up sell leads, referred to branches.
• Adherence to productivity targets for the team on call volumes, outbound calls, AHT, connectivity and rate of success.
• Timely preparation of performance dashboard with accuracy and regular review of the performance of team members.

Customer (Both Internal & External)

• Ensure team adherence on service TATs and SLAs
• Improve First Call resolution by the team at Video Banking.
• Handle customers escalations as first point of contact for Video Bankers, guide the team in handling difficult/ complex issues of customers to minimize escalations.
• Track pending VKYCs and Video Banking service request, queries and complaints for timely and satisfactory resolution.
• Ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries to maximize customer satisfaction
• Develop an effective collaboration with cross functional teams to solve recurring customer service issues.

Internal Process

• Manage team to monitor discipline on the floor, resolve officers queries to assist customers, to resolve system issues and any other procedural issues.
• Conduct regular sessions/ huddles on the product and process knowledge including changes time to time.
• Conduct reviews to improve performance of the team, and provide regular one to one feedback to improve the productivity of individuals.
• Maintain a track of officers performance & discipline
• Ensure adherence to process and audit requirements
• Coaching and feedback sessions for team handled
• Responsible for staff retention, minimize Attrition.

Innovation & Learning

• Identify training gaps and ensure team members are up to date with products and procedure
• Coordinating with business teams to get the latest feedback and updates
• Ensure adherence to training man-days/ mandatory training programs for self and self
• Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.
• Identify the Trends and suggesting Automation to enhance the customer experience.

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational Qualifications

• Graduate in any discipline

Experience (Years and Core Experience Type)

• 2 to 4 years of work experience in customer service, preferably in contact center/ helpdesk.
• Preference will be given for those with team handling experience.

Functional Skills

• Customer Relationship Management
• Sales Management
• Upselling and Cross Selling
• Tele calling/VRM/Video Banking skills
• Basic knowledge in MS office

Behavioral Skills

• Good communication skills both verbal and written
• Good interpersonal skills
• Time Management
• Team Management
• Problem solving skills
• MIS Skills

Competencies

• Banks Product Knowledge
• Analytical Ability
• Planning and Organizing Skills
• Sales and Influencing Skills
• Awareness of Banking regulations
• Flexible to work in 24/7 shifts
• Flexible to work in different LOBs within Phone Banking

1. KEY INTERACTIONS

INTERNAL

EXTERNAL

• Operations team
• Branch team
• Products team
• Service Quality
• Deliverables team

• NTB/ETB Customers
• Referrals