Process Manager/Lead - Retail Assets - Inbound - Banking

Role/Job Title: Lead - Retail Assets-Inbound

Function/ Department: Customer Experience

Place of work: Navi Mumbai

Roles & Responsibilities:

- Simplify processes to ensure ease of understanding and application in different scenarios.

- Envisage use cases to predict and prepare for potential queries and create Knowledge Management systems to support internal customers.

- Identify opportunities to streamline processes to increase efficiency and improve CX.

- Team Management - Leads are in charge of the team Managers, Team Leaders and CSEs whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities.

- Coaching and Mentoring: - Leads are also expected to be great tutors and excellent mentors to their team members.

- Goal Setting and Achievement: - Leads would also be in charge of setting goals for others to achieve and therefore, he must be an achiever too.

- Multitasking:- Must be able to handle multiple tasks at the same time without errors and mistakes.

Other Responsibilities:

- Drive Business goals as per Business requirements.

- Strong business and stakeholder managing capability. Ability to effectively collaborate with field teams, internal and external.

- Proven record of high performance in teams managed or other projects/Role managed.

- Very effective Team handling, interpersonal and collaborative skills..

- Good MIS and analytics skills.

- Work to optimize productivity and efficiency for the entire team.

- Ability to handle escalations and diffuse crisis situations. Strong business understanding of Asset, Personal and Business Banking products.

- Strong focus on Quality, Revenue, Efficiency and cost management.

- Go getter attitude, self-driven and able to work with minimal supervision and deliver expected business outcomes/Service Delivery Standards.

Secondary Responsibilities :

- Collaborate with internal stakeholders such as process owners and users to identify potential improvement opportunities.

- Manage process resources in a cost effective manner.

- Ability to effectively collaborate with internal and external teams/stake holders.

- Ability to manage challenging situations and go the extra mile.

- Excellent MIS and analytical skills, ability to effectively collaborate with internal and external teams/stake holders.

- Ability to manage challenging situations and go the extra mile. Think out of the box for improving customer experience.

- Strong Verbal and written communication skills.

Note: Candidate from Banking Industry preferred