Sky Branch - RM-Sky Channel-Branch Omni at Kotak Mahindra Bank

Thane, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, People Management, Tele-sales, Relationship Management, Communication Skills, Customer Service, Sales, Problem Solving, NPS, Service Quality, Information Security, Coaching, Soft Skills, Cross Training, Customer Delight, Productivity

Industry

Banking

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. Graduation 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.

Responsibilities

The Team Leader will lead a team of Virtual Relationship Managers to drive service, sales, and profitability while ensuring high conversion ratios and customer satisfaction. The VRM Officer will handle outbound calls, provide quality customer service, and ensure adherence to productivity benchmarks.