About this role
Job Role: Team Leader
• Lead a team of Virtual Relationship Managers (VRM) responsible of service, sales, and profitability from assigned portfolio.
• Collaborating with fulfilment teams to ensure best in class conversion ratios.
• Ensure availability of trained manpower to maintain production at 100% capacity.
• Meet cost to income ratios as determined by Score card.
• Adherence to Standards of Performance.
• Meeting Customer Satisfaction index as measured through NPS surveys.
Job Requirements:
• Graduate with 7+ years of experience or Post Graduate with around 5 years of experience, of which a min 3 years leading a team of 15+ Full Time Employees.
• People management skill essential.
• Experience in working in a tele-sales or relationship management in BFSI preferred.
• Certified in AMFI/IRDA.
• Good listening skills and strong communication abilities.
• Team Player.
Job Role: VRM Officer
• To exclusively handle Wealth/Privy Outbound calls- schedule equivalent experience profiles from other competitors.
Differentiated training to make them universal phone banking officers – cross training in cards, liabilities, assets.
• This skill will also do sales with assigned customer based mapped to them.
• Measure of outcomes – NPS, Service Level, Service Quality and Sales.
• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
• Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.
• Complete the logs specified by the process (End-of-day target).
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process.
• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance.
Graduation
Job Requirements:
• Should be a least graduate.
• No western line candidates to be scheduled, kindly hunt profiles residing near to Thane.
• Should not have employment gap for more than a month.
• Should have at least completed a year in current org.
• Better soft skills – conversational skills and English versant scores 7+.
• Flexible to work on rotational week offs.
Other facts
About Kotak
About Kotak Mahindra Group:
Established in 1985, the Kotak Mahindra Group is one of India’s leading financial services conglomerates. In February 2003, Kotak Mahindra Finance Ltd. (KMFL), the Group’s flagship company, received a banking license from the Reserve Bank of India (RBI). With this, KMFL became the first non-banking finance company in India to become a bank – Kotak Mahindra Bank Limited.
The consolidated balance sheet of Kotak Mahindra Group is over 1 lakh crore and the consolidated net worth of the Group stands at 13,943 crore (approx US$ 2.6 billion) as on September 30, 2012.
The Group offers a wide range of financial services that encompass every sphere of life. From commercial banking, to stock broking, mutual funds, life insurance and investment banking, the Group caters to the diverse financial needs of individuals and the corporate sector. The Group has a wide distribution network through branches and franchisees across India, and international offices in London, New York, California, Dubai, Abu Dhabi, Bahrain, Mauritius and Singapore. For more information, please visit the company’s website at https://www.kotak.bank.in/en/home.html
What you'll do
- The Team Leader will lead a team of Virtual Relationship Managers to drive service, sales, and profitability while ensuring high conversion ratios and customer satisfaction. The VRM Officer will handle outbound calls, provide quality customer service, and achieve sales targets.
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