AVC:Operations Manager - CASA

About Axis Virtual Centre

.Axis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell.
.The Quality Assurance function at AVC, ensures that processes and procedure designs are customer oriented and service delivery standards are measured and met resulting in high quality customer satisfaction, experience.
. This team conducts audits and related activities to measure adherence to process, compliance, and regulatory guidelines.
.Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities.
.Keeps a check on any malpractices and defines actions basis severity of incidents.
.The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

About the Role

The role of Operations Manager for CASA Acquisition-Domestic & NRI for AVC is to oversee the development and implementation of CASA acquisition programs and operations through the call center channel. This includes managing a team of sales agents to meet acquisition targets, developing, and implementing sales and marketing campaigns to drive customer acquisition, and monitoring and analyzing call center metrics to identify areas for improvement. The Operation Manager is also responsible for relationships with other stakeholders and ensuring compliance with all relevant laws and regulations. The Operations Manager should have strong sales and marketing skills, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment. In addition, they must have experience in operations management, including project planning, execution, and monitoring.

Key Responsibilities

.Ensuring that processes are compliant with regulatory guidelines and help in improving customer experience and achieving business goals.
.Conduct Audit on SRs created and share
.Calibrations with SQ, Quality team to reduce measurement
.Training on SR
.Service desk management
.Drive certification closures/Engage with Training team and Product on Support
.Ensure service recovery
.Work under the guidance of the Lead to identify improvement opportunities across verticals through, process mapping, metrics analysis, benchmarking, VOCs, etc.
.Study existing processes critically from a customer experience perspective across all stages and touchpoints in assisted digital customer journey.
.Deep dive to breakdown End to End process to proactively identify automation/improvement opportunities and create automation/transformation roadmap.
.Ensure the business impact and project objectives/dependencies are identified, reported on, and always managed.
.Drive change initiatives from evolution/efficiency identification through to project delivery.
.Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance.

Qualifications
.Education (Graduate) 10+2+3, preferably with specialization in Human Resources Management
.Experience (6+ years in Process Excellence or related function)
.3-5 years of relevant work experience (preferably in contact centre)

Role Proficiencies:
.Leadership skills
.Interpersonal skills
.Analytical skills Sound knowledge of retail banking products and Process
.Knowledge of digital banking channels like, Internet Banking, Mobile App.