Team Leader-Video Banking

Ujjivan Small Finance Bank; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Ujjivan Small Finance Bank is seeking a capable Team Lead for Video Banking. You will supervise a group of 15 to 20 Video Bankers, ensuring smooth floor operations, adherence to SLAs, and end-to-end handling of customer calls.

The role emphasizes productivity, quality, and cross-sell targets. You will monitor performance dashboards, drive staffing based on predicted volumes, and coordinate with branches for seamless service delivery in our Bengaluru operations.

Qualifications

• Graduate in any discipline.
• 2–4 years of work experience in customer service, preferably in contact center.
• Preference will be given for those with team handling experience.

Responsibilities

• Manage a team of 15 to 20 Video Bankers.
• Deliver on Productivity, Quality, Cross Sell and Customer Retention as per defined benchmarks.
• Ensure staffing availability based on predicted volume; manage shifts and floor operations.
• Handle escalated customer calls with end-to-end resolution.
• Achieve key business and service metrics.
• Prepare performance dashboards and review team performance regularly.
• Collaborate with branches and cross-functional teams to resolve recurring issues.

Skills

Team leadership

Customer service

Video Banking

MS Office

Communication skills

Shift management

Education

Graduate

Tools

MS Office

CRM systems

Job description

Responsiblefor managing a team of 15 to 20 Video Bankers.

Manageteam to deliver on Productivity, Quality, Cross Sell and CustomerRetention as per defined benchmarks.

Responsibleto ensure availability of Staffing basis predicted volume, ShiftManagement and the Floor Management.

Manageescalated customer calls with end-to-end resolution

Responsiblefor achieving key business and service metrics

SIZEOF THE ROLE

FINANCIALSIZE

NON-FINANCIALSIZE

Valuegeneration of above 2 Cr per month through VKYC services forDigital acquisition of CASA/FD.

Leadsgeneration of above 1000 per month through Lead referral toBranches, Cross sell and Up sell.

Managinga team of 15 to 20 Video Bankers

300to 500 Service request through Video Banking.

SLAabove 90% for Customer request, VKYC and complaints.

KEYDUTIES & RESPONSIBILITIES OF THE ROLE

Responsiblefor overall achievement of Business target for the team.

EnsureVKYC are completed within TAT for Digital Deposits (CASA/TD)

Ensureeffective follow-up on dropout customers for achieving higherconversion of leads

Implementregular follow up mechanism for new/cross sell and up sell leads,referred to branches.

Adherenceto productivity targets for the team on call volumes, outboundcalls, AHT, connectivity and rate of success.

Timelypreparation of performance dashboard with accuracy and regularreview of the performance of team members.

Customer(Both Internal & External)

Ensureteam adherence on service TATs and SLAs

ImproveFirst Call resolution by the team at Video Banking.

Handlecustomers escalations as first point of contact for VideoBankers, guide the team in handling difficult/ complex issues ofcustomers to minimize escalations.

Trackpending VKYCs and Video Banking service request, queries andcomplaints for timely and satisfactory resolution.

Ensurethat the team follows established procedures for each servicerequest, including logging, processing and progress chasingenquiries to maximize customer satisfaction

Developan effective collaboration with cross functional teams to solverecurring customer service issues.

InternalProcess

Manageteam to monitor discipline on the floor, resolve officers'queries to assist customers, to resolve system issues and anyother procedural issues.

Conductregular sessions/ huddles on the product and process knowledgeincluding changes time to time.

Conductreviews to improve performance of the team, and provide regularone to one feedback to improve the productivity of individuals.

Maintaina track of officer's performance & discipline

Ensureadherence to process and audit requirements

Coachingand feedback sessions for team handled

Responsiblefor staff retention, minimize Attrition.

Innovation& Learning

Identifytraining gaps and ensure team members are up to date withproducts and procedure

Coordinatingwith business teams to get the latest feedback and updates

Ensureadherence to training man-days/ mandatory training programs forself and self

Continuouslyupdate skills by participating in professional trainings, attendcourses as instructed by management and be willing to contributeacquired knowledge to the development of the bank.

Identifythe Trends and suggesting Automation to enhance the customerexperience.

MINIMUMREQUIREMENTS OF KNOWLEDGE & SKILLS

EducationalQualifications

Graduatein any discipline

Experience(Years and Core Experience Type)

2to 4 years of work experience in customer service, preferably incontact center/ helpdesk.

Preferencewill be given for those with team handling experience.

Certifications

NA

FunctionalSkills

CustomerRelationship Management

Upsellingand Cross Selling

Telecalling/VRM/Video Banking skills

Basicknowledge in MS office

BehavioralSkills

Goodcommunication skills – both verbal and written

Goodinterpersonal skills

TimeManagement

TeamManagement

Problemsolving skills

MISSkills

BanksProduct Knowledge

AnalyticalAbility

Planningand Organizing Skills

Salesand Influencing Skills

Awarenessof Banking regulations

Flexibleto work in 24/7 shifts

Flexibleto work in different LOB's within Phone Banking