AVC:SKY - Unit Manager - Service
Axis Bank Gurgaon
Job Description
AVCSKY - Unit Manager - Service
INTERNAL USAGE: No. of Vacancies:1Manager:AVC-Business Head
Is a Team leaderYesTeam Size:4-6Grade:AVP/VP
Business:Retail BankingDepartment: Axis Virtual CentreSub-Department:NA
Location:Gurgaon/Bangalore
About Axis Virtual Centre
Axis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamlessexperience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions
via cross-sell and upsell.
About the RoleThe AVCSKY - Unit Manager - Service is responsible to lead the SKY Service Managers to enhance client satisfaction levels and ensure compliance to policies and procedures.
Key Responsibilities- Actively tracking all Service level indicators such as NPS score
- Tracking Problem Incidences reviewing
- Ensuring NIL presidential, Regulatory and Senior Management escalations for the unit
- Handling escalated issues / complaints for the units
- Driving service initiatives / Process reengineering (2-3)
.Effective escalation procedures to raise potential reputational risks and franchise issues.
- Ensure consistent Cross Sell Referral from the team to enhance bank's share of wallet
.Complete all relevant trainings & certifications for self and team before the due date.
- Proactively tracking control MIS on large value transactions, AML/ STR, NSDL & RFI
- Timely action and tracking on legal and regulatory notices for region
Qualifications
Optimal qualification for success on the job is:- Graduate/ Post graduate from a recognized institute
- 7-10 years in a relevant role/ BFSI sector
For successful execution of the job, the candidate should possess the following:
- Leadership Skills
- Multitasker & Go getter attitude
- Strong orientation to customer service
- Strong interpersonal skills
- Strong written and verbal communications skills
- Be self-driven and enthusiastic
- Product Knowledge
- Out of the Box thinker
- Expert in Client Experience values
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