Team Leader-Video Banking

Ujjivan Small Finance Bank; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Ujjivan Small Finance Bank Ltd. seeks a Team Leader for Video Banking in the Video Banking sub‑department. The role leads a team under the Phone Banking umbrella, with reporting lines to Specialist-Video Banking and the Officer-Video Banking chain.

The incumbent will drive staffing, productivity, quality, cross-sell and customer retention while ensuring VKYC completion and adherence to service levels. Strong leadership and customer service skills are essential.

Qualifications

• Graduate in any discipline.
• 2 to 4 years of work experience in customer service, preferably in contact center/helpdesk.
• Preference will be given for those with team handling experience.
• Proficient in MS Office.
• Strong communication and interpersonal skills.

Responsibilities

• Manage a team of 15 to 20 Video Bankers.
• Deliver on productivity, quality, cross-sell and customer retention targets.
• Ensure staffing availability based on predicted volume and shift planning.
• Handle escalated customer calls with end-to-end resolution.
• Achievement of key business and service metrics.
• Prepare regular performance dashboards and review team performance.

Skills

Customer relationship management

Sales management

Upselling and cross selling

Tele calling/VRM/Video Banking skills

MS Office

Education

Graduate in any discipline

Tools

MS Teams

VPN

Job description

JOB TITLE

Team Leader-Video Banking

GRADE

M

DEPARTMENT

Phone Banking

LOCATION

HO/RO

SUB-DEPARTMENT

Video Banking

TYPE OF POSITION

Full-time

REPORTS TO

Specialist-Video Banking

REPORTING INTO

Officer-Video Banking

ROLE PURPOSE & OBJECTIVE

• Responsible for managing a team of 15 to 20 Video Bankers.
• Manage team to deliver on Productivity, Quality, Cross Sell and Customer Retention as per defined benchmarks.
• Responsible to ensure availability of Staffing basis predicted volume, Shift Management and the Floor Management.
• Manage escalated customer calls with end-to-end resolution
• Responsible for achieving key business and service metrics

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

• Responsible for overall achievement of Business target for the team.
• Ensure VKYC are completed within TAT for Digital Deposits (CASA/TD)
• Ensure effective follow-up on dropout customers for achieving higher conversion of leads
• Implement regular follow up mechanism for new/cross sell and up sell leads, referred to branches.
• Adherence to productivity targets for the team on call volumes, outbound calls, AHT, connectivity and rate of success.
• Timely preparation of performance dashboard with accuracy and regular review of the performance of team members.

Customer (Both Internal & External)

• Ensure team adherence on service TATs and SLAs
• Improve First Call resolution by the team at Video Banking.
• Handle customers escalations as first point of contact for Video Bankers, guide the team in handling difficult/ complex issues of customers to minimize escalations.
• Track pending VKYCs and Video Banking service request, queries and complaints for timely and satisfactory resolution.
• Ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries to maximize customer satisfaction
• Develop an effective collaboration with cross functional teams to solve recurring customer service issues.

Internal Process

• Manage team to monitor discipline on the floor, resolve officers’ queries to assist customers, to resolve system issues and any other procedural issues.
• Conduct regular sessions/ huddles on the product and process knowledge including changes time to time.
• Conduct reviews to improve performance of the team, and provide regular one to one feedback to improve the productivity of individuals.
• Maintain a track of officer’s performance & discipline
• Ensure adherence to process and audit requirements
• Coaching and feedback sessions for team handled
• Responsible for staff retention, minimize Attrition.

Innovation & Learning

• Identify training gaps and ensure team members are up to date with products and procedure
• Coordinating with business teams to get the latest feedback and updates
• Ensure adherence to training man-days/ mandatory training programs for self and self
• Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.
• Identify the Trends and suggesting Automation to enhance the customer experience.

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational Qualifications

• Graduate in any discipline

Experience (Years And Core Experience Type)

• 2 to 4 years of work experience in customer service, preferably in contact center/ helpdesk.
• Preference will be given for those with team handling experience.

Certifications

• NA

Functional Skills

• Customer Relationship Management
• Sales Management
• Upselling and Cross Selling
• Tele calling/VRM/Video Banking skills
• Basic knowledge in MS office

Behavioral Skills

• Good communication skills – both verbal and written
• Good interpersonal skills
• Time Management
• Team Management
• Problem solving skills
• MIS Skills

Competencies

• Banks Product Knowledge
• Analytical Ability
• Planning and Organizing Skills
• Sales and Influencing Skills
• Awareness of Banking regulations
• Flexible to work in 24/7 shifts
• Flexible to work in different LOB’s within Phone Banking

KEY INTERACTIONS

• Operations team
• Branch team
• Products team
• Service Quality
• Deliverables team
• NTB/ETB Customers
• Referrals

Desktop with

• i5 configuration

Laptop with

• i5 configuration
• i7 configuration

MS office

Email EP2 + ATP + Mvision

Email Kiosk + ATP + Mvision + Archival

Email on phone

VPN

MS Team

Mobile

Bio Metric + MDM

No

Yes

N

o

Yes

Yes

No

No

No

Yes

No

No

Application Access Requirement Details

S.N.

Application Name

Access Required

Type of Access/ Role

Remarks

(Yes/No)

(Read/Write/ Maker/Checker/Authoriser)

(If Any)

1
M.S Office
Yes
All

2
Teams
Yes
NA

3
Video PD
Yes
Checker

4
CRM
Yes
Maker/Checker

5
Finacle
Yes
NA

6
Outlook
Yes
NA

7
Glow
Yes
Read

8
DCMS
Yes
NA

9
UPI Block
Yes
NA

10
BR. Net
Yes
NA

11
AD Link
Yes
Read

12
CC avenue
Yes
Read

13
NICE
Yes
NA

14
supervisor access
Yes
supervisor access

15
Ujjivan service desk
Yes
Prepared by: Sujatha

Date: 22-10-2024

Reviewed by: ManaMohan & Suresha C

Date: 30-09-2024

Last updated by: TM Team

Date: 22-10-2024