AVP to Set-up & Management

Quotient Consultancy
  • Pune
  • 15-30 lakh
  • 8-13 years
  • 741 Views
  • 19 Mar 2015
dfdf

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Job Purpose

To manage Contact Centre and Self Service Banking (SSB) operations consisting of internet banking operations & ATM operations at Pune for Digital banking operations.


Key Accountabilities

Set-up & Management of the Customer Centre, including :

1. Achieve and maintain target Service Levels
2. Detailed planning of human resource requirements by working closely with SG WFM Team on forecasting call volumes, manpower plans and technology drivers
3. Achieving Customer Centre service goals and maintaining the right balance between operational efficiencies, productivity, risk & controls, people engagement
4. Engaging with business & support partners to build a close and strong working relationship to manage customer satisfaction and service evolution
5. Developing leadership for team-based performance to achieve group and individual service & campaign targets and standards
6. Identified & implement opportunities to continuously challenge and innovate to implement improvements in the Customer Centre
7. To Manage Customer Centre's cost so as to enhance productivity of the team and value added service to both customer and Business Partners alike

Manage Self service banking operations include:

1. Achievement of stipulated SLA targets/ threshold for ATM and I-banking operations
2. Achieving Customer Centre service goals and maintaining the right balance between operational efficiencies, productivity, risk & controls, people engagement
3. Engaging with business & support partners to build a close and strong working relationship to manage customer satisfaction and service evolution
4. Developing leadership for team-based performance to achieve group and individual service & campaign targets and standards
5. Identified & implement opportunities to continuously challenge and innovate to implement improvements in the SSB Operations


Job Duties and Responsibilities

1. Set-up contact centre in line with Group Standards.
2. Manage SSB operations in line with Group Standards.
3. To coach, counsel and supervise direct reports to ensure smooth operations in Customer Centre & SSB operations in order to deliver service standards
4. To handle exception call escalations
5. To conduct regular feedback/brainstorming sessions with direct reports and other staff across the Contact Centre & SSB Operations in order to share team management best practices & emerging call centre & ATM developments & trends and address areas for improvements.
6. Implement corporate and departmental policies, procedures, and service standards.
7. Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
8. Train and develop employees in job duties and company policies or arrange for training to be provided.
9. Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
10. Interpret and communicate work procedures and company policies to staff.
11. Work with Singapore team to set-up support infrastructure like knowledge base etc
12. Drive superior levels of customer satisfaction and service levels
13. Detailed planning of human resource, volume & financial forecasts and technology drivers to ensure the operation is able to successfully achieve its goals


Job Posted By

About Organisation

Quotient Consultancy