Team Lead - DRM/VRM/CASA

Job Summary:

The Team Leader for the Contact Center in the Digital Relationship Manager (DRM) process is responsible for overseeing and guiding a team of Digital Relationship Managers who handle customer queries, sales, and service tasks for banking products. The role involves ensuring high-quality customer interactions, driving performance metrics, supporting the development of team members, and maintaining operational efficiency.

Key Responsibilities:

1. Team Management and Supervision:

• Lead, mentor, and motivate a team of Digital Relationship Managers to achieve individual and team targets.
• Conduct regular one-on-one meetings, team meetings, and performance reviews to assess and enhance performance.
• Provide ongoing feedback and coaching for skill enhancement and productivity improvement.

2. Performance Monitoring and Reporting:

• Track and report on team performance metrics, including customer satisfaction, response times, call quality, and cross-selling achievements.
• Identify areas for improvement and develop action plans to address performance gaps.

3. Quality Assurance and Compliance:

• Ensure adherence to bank policies, regulatory requirements, and quality standards in all customer interactions.
• Conduct periodic call monitoring, quality checks, and audits to uphold service excellence.

4. Process Improvement and Efficiency:

• Identify opportunities to streamline processes, improve workflows, and enhance the customer experience.
• Collaborate with stakeholders to implement best practices and resolve operational challenges.

5. Customer Service Excellence:

• Ensure team members are equipped to handle customer inquiries, complaints, and transactions with efficiency and professionalism.
• Promote a customer-first mind-set to drive high levels of customer satisfaction and loyalty.

6. Training and Development:

• Facilitate training sessions on new banking products, systems, and communication strategies.
• Support skill development for enhanced product knowledge, cross-selling capabilities, and digital proficiency.

7. Problem Solving and Decision Making:

• Act as an escalation point for complex customer issues, providing effective and timely resolutions.
• Make informed decisions to resolve issues, improve processes, and support team objectives.

8. Sales and Cross-Selling:

• Guide the team to identify cross-selling opportunities and match customers with suitable products.
• Encourage team to achieve sales targets through effective relationship management.

Qualifications and Skills:

• Education: Bachelors degree in Business, Finance, or related field. MBA or relevant certifications are a plus.
• Experience: Minimum 5-10 years in a contact center or banking environment, with at least 3-4 years in a supervisory role.
• Knowledge: Strong understanding of banking products and services, especially within the digital banking domain.

Skills:

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM software, banking systems, and digital tools.
• Sales-oriented mind-set with an understanding of cross-selling techniques.

Key Competencies:

• Customer Service Orientation: Committed to delivering exceptional service and building lasting customer relationships.
• Leadership and Team Building: Ability to inspire, coach, and manage a diverse team.
• Adaptability and Resilience: Capable of handling a fast-paced and dynamic environment.
• Goal-Oriented: Focused on achieving targets and driving continuous improvement.
• Experience in handling RM/VRM team

Note: This role may require flexibility in work hours to accommodate various shifts and peak customer service times.