Service Head - Voice/Non Voice Operations - Bank

One of the leading banks is looking to hire Service Heads.

About the Role:

Key Responsibilities:

- Stakeholder Management

- Customer satisfaction as per the business requirement

- KPIs for the team like average handling time (AHT), adherence, client experience metrics, sales, quality, digital migration, etc.

- Ensuring timely resolution and customer communication on escalated cases,

- Contributing to process efficiency

- Representing the cluster in various forums

- Motivating and developing teams to meet and exceed unit targets on service, sales, and client experience parameters,

- Managing referrals and sales goals set as per targets,

- Managing escalations / complaints and client experience,

- Governing adherence to compliance and information security requirements on service and sales,

- Managing overall performance of the teams assigned,

- Mentoring and coaching the Supervisors and Coaches for performance and behavioral gaps,

- Managing the bottom quartile delivery,

- Managing administrative activities for the teams,

- Attending meetings and reviews to represent the cluster delivery,

- Managing discipline on the production of the teams,

- Conducting performance appraisals as per company timelines and guidelines,

- Managing the hiring, training and the onboarding requirements for the business,

- Ensuring smooth functioning of the operations on the floor

Qualifications

Optimal qualification for success on the job is:

- Post-graduate from a recognized institution

- 7-12 years of relevant experience

Role Proficiencies:

For successful execution of the job, a candidate should possess the following:

- Strong leadership qualities,

- Strong communication skills including presentation and storytelling,

- Strategic thinking,

- People management including interviewing, coaching, and mentoring,

- Excellent stakeholder management and influencing skills,

- Data analysis and analytical thinking,

- Problem-solving skills,

- Detail orientation,

- Proficiency in MS Office

Job location : Noida