Client Care Executive - Personal Clients,Cards-(2400004640) Job:Retail Banking Primary Location:Asia-India-Bangalore Schedule:Full-time Employee Status:Permanent Posting Date:24/Apr/2024, 1:19:23 PM Unposting Date:Ongoing
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.
