Unit Manager ( Contact Centre)

Yes Bank Ltd.; Navi Mumbai; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Yes Bank Ltd. in Navi Mumbai seeks a Unit Manager to oversee the Contact Centre’s Phone Banking operations, leading team leaders and front-end officers. The role focuses on strategic planning, performance monitoring and driving process improvements to enhance customer satisfaction and revenue.

Ideal candidates will have a strong leadership background, deep understanding of customer service dynamics, and a proven track record in team management within a banking or financial services environment.

Qualifications

• A graduate degree is essential.
• 10-12 years of experience in customer service domain is required.
• Team handling experience and leadership roles are preferred.
• Strong Customer and Quality Focus.
• Professional Entrepreneurship mindset.
• Drive for Results and Influence and Impact.
• Lead and Develop people.
• Ability to Enable Change and Build transparent and inclusive teams.
• High integrity and strong ethical standards.

Responsibilities

• Oversee resources to achieve targets and productivity.
• Plan Term & Non-Term sales strategies with hourly/daily targets and DRR.
• Oversee incident resolution and ensure RCAs are addressed on time.
• Ensure highest level of customer confidentiality and process adherence.
• Reward TOP performers and motivate the team to meet monthly targets.
• Bridge officers and supervisors to maintain healthy relationships.
• Manage the journey of front-end officers from hiring to separation.
• Coordinate with internal teams for customer resolution and process reviews.
• Conduct random call tagging audits and share observations for error reduction.
• Lead process improvement sessions to reduce errors.

Skills

Customer Service Management

Strategic Planning

Team Leadership

Education

Graduate degree

Job description

Unit Manager

The Unit Manager plays a pivotal role in overseeing the Contact Centre's Phone Banking operations, ensuring efficient management of team leaders and front-end officers. This position involves strategic planning, performance monitoring, and process improvement initiatives to drive customer satisfaction and revenue generation. The ideal candidate should possess strong leadership skills, a deep understanding of customer service dynamics, and a proven track record in team management.

Experience Required:

10 to 12 years

Key Responsibilities:

• To use resources at optimal level to achieve target and productivity.
• To plan Term & Non-Term sales strategies with Hourly/Daily Targets, DRR, execution plan to meet monthly targets.
• To oversee resolution of incidents and ensure RCAs for customer escalations are responded to on time.
• To ensure compliance with highest level of customer confidentiality and adherence to all processes.
• To reward and felicitate TOP performers and motivate team to achieve monthly targets.
• To act as a bridge between officers and supervisor for maintaining healthy relationships.
• To manage the overall journey of a front end officer from hiring to separation.
• To coordinate with internal teams for customer resolution and attend process reviews.
• To conduct random call/tagging audits and share observations for error reduction.
• To conduct sessions/meetings for process improvement and error reduction.

Qualification Criteria:

• A graduate degree is essential.
• 10-12 years of experience in customer service domain is required.
• Team handling experience and leadership roles are preferred.
• Strong Customer and Quality Focus.
• Professional Entrepreneurship mindset.
• Drive for Results and Influence and Impact.
• Lead and Develop people.
• Ability to Enable Change and Build transparent and inclusive teams.
• High integrity and strong ethical standards.

Primary Skills:

• Customer Service Management
• Strategic Planning
• Team Leadership

Key Skills:

• Process Improvement
• Performance Monitoring
• Conflict Resolution
• Change Management
• Customer Relationship Management
• Communication Skills
• Data Analysis
• Project Management
• Training and Development
• Compliance Management