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Manager - Phone Banking Unit - Pune 2
West 4401-Pune RO, Pune, Maharashtra, India
- Formulate and execute the strategy for Phone & Video Banking channel for the Bank, which includes people, technology, process, performance and customer experience management.
Design innovative ‘voice’, ‘video’ and ‘non-voice’ initiatives to reach out to customers to:
Assist Bank in digitally onboarding new customers through VKYC/Video banking
Provide resolution of customers’ grievances/queries as a top most priority
Enable seamless customer engagement – welcome calls, payment reminders, transaction etc.
Provide seamless/ branch like experience through video banking, as an alternative and effective channel for customer servicing and problem resolution
Identify opportunities to generate & convert leads for Ujjivan products/services
Decide on products/services to be offered through phone banking with a focus to drive profitability and sustainability of the channel
Ensure compliance with regulatory, audit and risk guidelines for the channel
- Manage the end to end operations of the in-bound and out-bound contact center; including selecting, onboarding and managing the vendors (for contact center technology) on an ongoing basis to drive productivity and operational efficiency
SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
INR 700~ crores business generation.
Maintain service levels for Phone & Video Banking for 1.5 lakhs+ inbound/outbound calls.
KEY DUTIES & RESPONSIBILITIES OF THE ROLE
Business
Reorganize and run the phone & video banking channels of Ujjivan Small Finance Bank with the objective of extracting the 'power of phone & video’ for delivering seamless customer experience; and identifying opportunities to grow business.
Finalize vendors for establishing the inbound/outbound contact center for the bank; conduct periodic reviews to monitor performance, adherence to SLAs and adherence to risk framework
Drive sales orientation amongst tele-callers; guide on leveraging every customer call for a possible cross-sell opportunity
Achieve the overall targets for throughput (number of calls as per categories, no of sales leads, conversion rate etc.
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