About the role
AVC:SKY - Service RM
INTERNAL USAGE:
No. of Vacancies: 1 Manager: AVC:SKY - Service Head
Is a Team leader? No Team Size: NA
Grade: DM/Manager/Senior Manager
Business: Retail Banking Department: Axis Virtual Centre Sub-Department:
Location: Mumbai, Gurgaon, Pune, Bangalore , Chennai
About Axis Virtual Centre
Axis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless
experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions
via cross-sell and upsell.
About the Role
The AVC:SKY - Service RM is responsible to provide services to enhance client satisfaction levels and ensure compliance to policies and procedures.
Key Responsibilities
• Actively tracking all Service level indicators such as NPS score
• Ensuring proactive HNI client engagement to ensure client satisfaction.
• Tracking Problem Incidences reviewing
• Ensuring NIL presidential, Regulatory and Senior Management escalations for the unit
• Handling escalated issues / complaints for the units
• Client Obsession - Listen to customers, Act & Fix issues and Delight in every interaction.
• Driving service initiatives / Process reengineering (2-3)
• Ensure clear communication of product and value propositions, quick and efficient query handling and quick turnaround for customer requests.
• Effective escalation procedures to raise potential reputational risks and franchise issues.
• Ensure consistent Cross Sell Referral from the team to enhance bank's share of wallet
• Ensure high standards of ethics and have a clean year without any sales practice and compliance related violations.
• Complete all relevant trainings & certifications for self and team before the due date.
• Proactively tracking control MIS on large value transactions, AML/ STR, NSDL & RFI
• Timely action and tracking on legal and regulatory notices for region
Qualifications
Optimal qualification for success on the job is:
• Graduate/ Post graduate from a recognized institute
• 7-10 years in a relevant role/ BFSI sector
Role Proficiencies:
For successful execution of the job, the candidate should possess the following:
• Leadership Skills
• Multitasker & Go getter attitude
• Strong orientation to customer service
• Strong interpersonal skills
• Strong written and verbal communications skills
• Be self-driven and enthusiastic
• Product Knowledge
• Out of the Box thinker
• Expert in Client Experience values