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Channel Manager - Phone Banking

13.00 to 18.00 Years   Thane   27 May, 2021
ICICI Bank Ltd
Job LocationThane
EducationNot Mentioned
SalaryRs 8 - 14 Lakh/Yr
IndustryBanking / Financial Services
Functional AreaInvestment Banking / M&A
EmploymentTypeFull-time

Job Description

Position Title :Channel Manager Phone bankingGrade Eligibility : CMI / CMIIJob Role and Responsibilities:

  • Direct operational activities on a day-to-day basis (e.g. setting objectives and reviewing KPIs)
  • Develop strategies to improve Customer Service i.e First Contact Resolution, Customer Satisfaction and other customer-specific metrics
  • Responsible for revenue generation through Service Plus Upsell, Cross Sell
  • Administer and ensure compliance to all service and service plus practices
  • Create and maintain a positive culture within the team
Deliverables:
  • Maintain knowledge on all bank products and services and assist to resolve customer queries
  • Deliver Quality standards of performance as defined for the team
  • Achieve Service Plus targets
  • Seamlessly execute changes in order to adapt to a change in Business priority
Skills and Competencies:
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict
  • Ability to find solutions or to deal proactively with work-related problems
  • Ability to motivate a team to deliver results
  • Ability to use data and logic to understand trends and take corrective action

Keyskills :
team handlingsalescross sellingcustomer satisfactionbusiness developmentteam leadingdevelop strategies

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