Client Care Executive - Personal Clients,Cards-2400004641

Role Responsibilities 

Job Summary

• In charge of day to day management of team and accountable for their results
• Set targets, review results, deal with individual performance and manage delivery of KPIs
• Ensure that team meets required Targets
• Manage, motivate and train team to ensure that performance is optimized
• Ensure that team is not providing any incorrect information or mis-selling to customers
• Regular review with the team on the performance
• Assist in job performance evaluations
• Assist teams in improving Productivity
• Handle escalation 
• Identify & report training needs
• Scheduling, if applicable
• Identify pain areas. Process improvement to be initiated
• Find solutions/ensure outcomes/ result orientation
• Monthly review and reporting on KRI/KPIs
• To reduce the attrition rates and maintain it within the limits prescribed by the organization
• Ensure self and team compliance with all applicable rules / regulations and group policies

Responsibilities

Scheduling, if applicable

• Identify pain areas. Process improvement to be initiated
• Find solutions/ensure outcomes/ result orientation
• Monthly review and reporting on KRI/KPIs
• To reduce the attrition rates and maintain it within the limits prescribed by the organization
• Ensure self and team compliance with all applicable rules / regulations and group policies

Strategy

• Awareness and understanding of the Group’s business strategy and model appropriate to the role

Business

• Awareness and understanding of the client care centre inbound role and the impact of  economic and market environment in which the Group operates

Processes

• Responsible for executing and supervising the Service Levels, identifying the business opportunities, challenges, constraints which needs to get highlighted and bring in controls

People & Talent

• Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
• Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
• Employ, engage and retain high quality people, with succession planning for critical roles.