Unit Manager - Phone Banking Group

Essential Services: Role & Location fungibility

While the role descriptions give you an overview of the responsibilities, it is only directional and guiding in nature. At ICICI Bank, we believe in serving our customers beyond our role definition, product boundaries, and domain limitations through our philosophy of customer 360-degree. In essence, this captures our belief in serving the entire banking needs of our customers as One Bank, One Team. To achieve this, employees at ICICI Bank are expected to be role and location-fungible with the understanding that Banking is an essential service.

About the role

As a Unit Manager, you will have the opportunity to coordinate and collaborate with various departments to ensure seamless execution of tasks in this enterprising role, your responsibilities include serving customers 360-degree banking needs with impeccable service quality, onboarding new customers, and increasing the wallet share of existing customers through the team of Relationship Managers. Hence, this role requires you to have a flair for identifying the needs of the customer and delivering solutions while increasing the revenue. This role also requires strong leadership capabilities, excellent communication skills, and the ability to foster a collaborative work environment. You are also expected to ensure coverage of your customer base through regular conversations in accordance with the business plans. In this role, your ability to drive the team towards service excellence, align the team towards the culture of Fair to Bank, Fair to Customer in all their customer engagements would be valuable.

Bankable individuals not just Bankers: We hire from across industries!

We at ICICI Bank are in continuous pursuit of creating consistent customer delight and superior experience. Our Unit Managers are empowered individuals who champion the cause of customer experience and have a penchant for building and nurturing business relationships. If you are an individual whose heart echoes our aspiration, look no more. We do not just choose diverse minds but celebrate their success. If you are a bankable individual without banking experience, you are welcome, irrespective of your present core responsibilities or the industry associated. Our training programs prepare you for the role of a Unit Manager. Professionals from across industries are welcome to apply for the role of Unit Manager.

Key Responsibilities

• Growth mindset: Exhibit an entrepreneurial approach in expanding the share in the bank catchment for deposits, loans and fee-based solutions and ensure the profitability of the bank.
• 360-degree Banking: Build and deepen customer relationships to increase their wallet share and revenues through the phone channel. Ensure the customer's needs are captured holistically and solutions are offered using the 360-degree banking framework by recommending the right products.
• Quality focus: To ensure every engagement with the customer is fully aligned with the aspiration of creating a delightful customer experience. Retain customers and improve the Net Promoter Score through impeccable service quality.
• Product Advisory: To ensure a thorough understanding of all product offerings and facilitate the needs/queries of the customers with the relevant product information in line with the framework of 360-degree banking. Serve as one-point contact to the mapped customers of the bank.
• Customer service: Manage key relationships and ensure customer requests are closed within defined timelines. Closure orientation and handling of escalations & customer complaints is key in this role.
• New Relationships: Expand the customer base through referrals from existing customers. Generate new business to achieve growth in customer book, volumes, and revenue from the segment.
• Customized solutions: Collaborate with product specialists, subject matter experts, and credit and service teams to ensure the right products are offered to the customer.
• Behold our values: Offer products that are fair to our customers and fair to the bank.

Key Qualifications & Skills

• Educational Qualification: MBA/Graduates or Post-Graduates, with a minimum of 5-15 years of experience in sales and relationship management from any industry can apply.
• Growth Driver: Ability to evaluate growth opportunities and execute sales expansion initiatives.
• Analytical Skills: Ability to evaluate/review and identify trends in local market and team performance.
• Team Building: Tenacity to build, coach, manage teams and induct new joinees.
• Customer Centricity: Willingness to go the extra mile in creating experiences, which lead to customer delight.