Role & Responsibilities
Customer Interaction & Escalation Management:
- Attend escalations and ensure quick resolution.
- Interact with customers for feedback on GIB products, services, and responsiveness of officers.
People Management:
- Evaluate productivity of all officers/team members on predefined parameters.
- Provide feedback on productivity and quality.
- Drive reward and recognition programs to motivate the team.
- Regularly train team on processes, products, and soft skills.
- Highlight top and bottom performers through MIS reports.
- Guide the team on exception scenarios.
- Ensure adherence to bank PERSONALITY guidelines.
- Liaise with internal stakeholders (NRI product team, NOC, NRI Program Team) for queries and escalations.
- Distribute leads regularly among team members.
- Monitor daily account numbers and funding values.
- Keep senior management informed about team performance.
- Train team members on new products, processes, and services.
Targets:
- Achieve business targets for active accounts, CASA + FD book growth, and cross-selling of products.
- Meet quality targets based on quality scores and customer feedback.
Stakeholder Management & Compliance:
- Liaise with stakeholders on customer queries.
- Participate in audits, compliance checks, product reviews, and management reviews.
