CEC - Unit Manager - Inbound-Customer Experience Center-Contact Centre Inbound

• Responsible for management of the Inbound teams for Liabilities/Assets or Cards
• Partnering & collaborating with sponsoring business Verticals for new mandates
• Meeting Budgeted Productivity and Cost to Income ratios as per Service level agreements with Principals.
• Ensuring superior service & sales delivery for a range of diverse financial services in a highly quality focused and challenging environment.
• Strategize and implement procedures and policies to ensure high quality customer experience.
• Ensuring strict adherence to the internal control & monitoring processes for ensuring timeliness, quality and standards as per the bank requirements.
• Maximization of opportunity arising out of the customer engagement at CEC and creation of requisite efficient workflows.

Job Description

• Graduate or MBA
• Experience in Customer Service atleast 5 yrs+, with an overall experience of around 12-15 years
• Contact center exposure in a banking / credit cards skill preferred.
• Experience in managing large teams (300+ FTEs)
• Knowledge of Contact Center IP platforms.
• Advanced people management and leadership skills
• Broad product and industry awareness
• Ability to persuade, influence and negotiate effectively at all levels within the organization.
• Excellent sales track record for liability, asset and TPP sales through different channels.
• Good communication & Interpersonal Skills.
• Eye for details.
• Presentation skills