CEC-Relationship Manager-VRM-BRANCH BANKING-VRM

Job Role: Team Leader

Lead a team of Virtual Relationship Managers (VRM) responsible of service, sales, and profitability from assigned portfolio.
Collaborating with fulfilment teams to ensure best in class conversion ratios.
Ensure availability of trained manpower to maintain production at 100% capacity.
Meet cost to income ratios as determined by Score card.
Adherence to Standards of Performance.
Meeting Customer Satisfaction index as measured through NPS surveys.
Job Requirements:

Graduate with 7+ years of experience or Post Graduate with around 5 years of experience, of which a min 3 years leading a team of 15+ Full Time Employees.
People management skill essential.
Experience in working in a tele-sales or relationship management in BFSI preferred.
Certified in AMFI/IRDA.
Good listening skills and strong communication abilities.
Team Player.


Job Role: VRM Officer

To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors.
Differentiated training to make them universal phone banking officers – cross training in cards, liabilities, assets.

This skill will also do sales with assigned customer based mapped to them.
Measure of outcomes – NPS, Service Level, Service Quality and Sales.
Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.
Complete the logs specified by the process (End-of-day target).
Adherence to Information Security norms & quality process norms.
To be aware of and comply with any updates about the process.
Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance.
Job Requirements:

Should be a least graduate.
No western line candidates to be scheduled, kindly hunt profiles residing near to Thane.
Should not have employment gap for more than a month.
Should have at least completed a year in current org.
Better soft skills – conversational skills and English versant scores 7+.
Flexible to work on rotational week offs.