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Assistant Manager.Mashreq Plus
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
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.
Employment Type: Full Time, Permanent
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What people at Mashreq Global Services are saying
Rating based on 19 Assistant Manager
reviews
Anonymous · Customer Success, Service & Operations
in Bangalore / Bengaluru
Pay and compensation
Work culture and management or the leadership team
- Skill development - Bad+5 more
Assistant Manager salary at Mashreq Global Services
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Mashreq Global Services Benefits
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