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Mashreq Global Services

Compare

3.1

based on 332 Reviews

1 Mashreq Global Services Assistant Manager Job

Assistant Manager.Mashreq Plus

Mashreq Bank

3.1

based on 332 Reviews

5-7 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Assistant Manager.Mashreq Plus

Mashreq Global Services

posted 16d ago

Job Role Insights

Flexible timing

Key skills for the job

Salesforce Telesales Business Process Management Process Improvement Crisis Management Performance Management

+ 3 more

Job Description

To manage the team of VRM Agents and ensure that all activities are directed to meeting Services & sales targets.
To develop and implement strategies and objectives as well as set challenging sales target and ensure that these targets are achieved.
To maintain service standards and monitor, evaluate and measure performances to achieve top productivity and efficiency from systems as well as human resources

University Graduate
Excellent people management skills.
10+ years experience in similar work environment in supervisory position (at least 3 years in managing people).
Has strong Sales and customer focus and ability to think creatively and work under pressure.
Excellent presentation skills.

Directly responsible for all sales KPIs / KPAs delivery. Moreover, to ensure all sales teams meet assigned targets along with growing the portfolio through cross sell in line with banks SLAs, service quality and controls.
Liaise between team and business to ensure achieving assigned goals / targets in line with bank s policies and regulations.
Business Development in coordination with Product Team to ensure optimal profit for the organization by acquiring new clients and tapping into existing clients (Upsell, Cross-Sell).
Ensure adequate data availability in coordination with WFM Team on monthly basis for all activities.
Performance management on daily/weekly/monthly basis to ensure maximum productivity.
Ensure proper Head count management and hiring plan as per yearly budget.
Lead analysis to provide constructive feedback on quality of Leads received via various channels through first hand observations to improve Sales and generate good Leads.
SLA/Process management
Timely SOP reviews and update in coordination with DBC Governance Team.
To develop and maintain optimum level of service quality and internal customer by ensuring TAT is achieved as per agreed SLAs to avoid customer complaints.
Ensuring all activities are performed within the Governance framework
To work with business partners/channels, stakeholders across segments to identify business opportunities improve products and propositions and enhance pre and post sales experience for the
Recommendations to management for process improvement through root cause analysis of problems and recommendations for product / process / procedural changes.
Real-time crisis management, ownership and problem resolution.
Resolve working issues within the team as well as between telesales and other units.
Resolve customer related issues.
Responsible for making decisions on telesales strategy, processes and training requirements for team members.
Conducting appraisal performance / MBO reviews for the team.
Position quota decisions on lead generation and adjustments to accommodate employee illness, vacation and holidays.
Required to make decisions on any matters relating to improving leads generation and customer satisfaction.