Team Leader | Digital Banking

Job description
• The role manages a team of service executives and coach to ensure total customer satisfaction onevery interaction handled by the team and curb any escalations.
• Managing a team of 15-20 inbound Client Service Executives and 1 Client Service Coach,
• Ensuring total customer satisfaction on every interaction handled by the team and curb escalations,
• Managing key performance indicators for the team like average handling time, adherence, client experience metrics, sales, quality, digital migration, etc.
• Providing timely resolution and customer communication on escalated cases,
• Ensuring process efficiency by achieving nil defects and quality targets for the team,
• Motivating and developing team members to meet exceed unit targets on service, sales, and client experience parameters,
• Managing referrals and request closure within timelines,
• Ensuring timely acknowledgement feedback / coaching on quality, defects, detractors, etc.,
• Conducting timely evaluations and provide developmental feedback to the team,
• Ensuring completion of all trainings assigned to the team,
• Taking over escalations,
• Adhering to compliance and information security requirements on service and sales,
• Preparing, analyzing and actioning out on team performance MIS,
• Mentoring new team members,
• Managing the development of team members,
• Managing performance of bottom quartile team members,
• Managing administrative and system activities for the team,
• Managing discipline on the production floor - minimal absenteeism, timely logins, minimal shrinkage and leave management,
• Conducting appraisals as per company timelines and guidelines,
• Conducting team briefings,
• Interviewing client service executives and effectively onboarding them Read more