Airtel Payments Bank - Business Manager - Non Voice Operations

Manage Service Delivery for Email Process through outsourced call Centre-

1. Responsible to achieve target of all key parameters from Call Center

2. Zero repeat and Zero escalation

3. CSAT score more than 90%

4. Ensure that the call center/Partner conforms to the company's vision on customer experience

5. Must demonstrate expertise in call centre operations management

6. Identify areas of improvement in email responses, should also keep improvise email scripts basis on internal and external feedback

7. Analyze call center data & listen to voice of customers to see areas of improvements

Partner Management

1. Managing Partner is one of the key responsibilities which includes managing Invoices, RnP and MSA

2. Managing recruiting, objectives setting, coaching and performance monitoring of call centre partner

Compliance & Data Security

1. Ensure compliance with underwriting guidelines

2. Ensure that Call Centre team is compliant with internal/external guidelines

3. Follow and cascade regular updates from Legal, Compliance, Risk and Infosec

4. Must monitor data security arrangements ate call centre and highlight to respective teams in case of any breach