811-CEC Officer-Inbound-Digital Banking Kotak 811-Contact Centre Inbound - Noida, India - Kotak Mahindra Bank Limited

Description

Job Description

811 Digital - Outbound Officer

Department

Retail Liabilities | Digital Banking

Location

Noida

Number of Positions

Multiple

Position Grade

M1

We are seeking an experienced and skilled Outbound Officer to join our team. As a key member of our 811 Digital team, you will be responsible for resolving customer queries, contacting potential or existing customers to inform them about products or services using scripts, answering questions about products or the company, asking questions to understand customer requirements and close sales, providing information to customers, monitoring sales performance, closing sales deals, keeping a record of calls and relevant details, going the extra mile to meet sales quota and facilitate future sales, keep records of calls and sales and note useful information, make sales or recommendations for products or services that may better suit customer needs, adhere to all company policies and procedures.

Key Responsibilities

• Assist in resolving customer queries.
• Contacting potential or existing customers to inform them about a product or service using scripts.
• Answer questions about products or the company.
• Ask questions to understand customer requirements and close sales.
• Provide information to customers.
• Monitor sales performance.
• Closing sales deals.
• Keep a record of calls and relevant details.

Requirements

• Graduate with decent English communication.
• Candidate should have a pleasing personality and should be presentable.
• Should be dedicated and display integrity.
• Willingness to learn with an attitude of continuous improvement.
• Will to work in rotating shifts.

About Us
Kotak Mahindra Bank Limited is a leading financial institution in India, committed to delivering exceptional banking services to its customers. We are passionate about empowering individuals and businesses to achieve their financial goals, and we believe that our people are the key to our success. If you are a motivated and enthusiastic individual who shares our values, we would like to hear from you.

Experience:
- Sr. Manager-Talent Acquisition at Kotak Mahindra Bank,Noida (Nov 2022 - PRESENT)

• Handling the hiring for pan India on contact center for Front level and mid-level.
• Spoc for multiple Business Vertical which includes Premium Process.
• Handling End to End Recruitment of Contact Centre bulk hiring for Premium process through diverse channels and closing 80-100 numbers ever month. Also taking care of support level of hiring for Mumbai Centre.
• Developing customized sourcing strategies keeping in mind cost of hire, delivery TAT, candidate profile and resources thereby ensuring 100% fill rate as per requirements and compliance standards.
• Reviewing pre-Joining pre joining checks and documentation as per the compliance requirements of the organization and maintaining 100% adherence.
• Maintain MIS to analyze the quality of the hiring done in the zone.
• Managing active base of vendor/Consultancies which includes frequent interaction to understand the challenges been faced at their end, If any & smoother processing of their payments without delay.
• Ensuring smoother on boarding & exit processes been followed without fail & analyse the candidate's self-experience through questionnaire filled by him/her at both stages.

Experience Continued:
- Centre HR at HDB financial Services,Noida (Jan 2019 - Oct 2022)

• Handling end-to-end mid to senior recruitment through Job Portals, Referrals, Consultants and Internal Company Database.
• Identifying future staffing needs.
• Responsible for effective manpower planning for Non-IT positions like Marketing, Legal, Customer Experience, and Sales & HR Professionals.
• Sourcing via diverse channels like Job portals, LinkedIn and referencing to maintain a healthy sourcing mix.
• Preliminary screening and conducting first stage interview.
• Pre & post offer documentation, Negotiating with candidates
• Formulating the salary structure of new hires.
• Preparing and issuing offer letters, appointment letters & confirmation letters.
• Background verification, Joining formalities, induction for all the new hires.
• Ensuring smooth on-boarding process and making new hires familiar with the organizational goals and objective
• Building effective and trustworthy relationships with employees.
• Interacting and meeting employees to understand challenges and grievances to resolve the same.
• Currently acting as a first level of escalation for all employee-related queries.
• Maintaining healthy internal communications and ensuring proper channels for the escalations.
• Organized many employee communication forums like- One on One Interviews, Skip level meeting, project team meeting etc.
• Organized fun activities at the location level.
• Planning & execution of monthly engagement events.
• Taking new initiatives to boost employee morale and engagement level.
• Conducting exit interviews. Sharing all the Full and Final inputs with the payroll team to process.
• Ensuring healthy separation and issuing relieving letters.

Experience Continued:
- Executive- Talent Acquisition at Indiamart Intermesh Ltd.,Noida (Sept 2017 - Jan 2019)

• Work with the Talent Acquisition team along with hiring managers/stakeholders to assist in ongoing recruitment efforts.
• Identify future talent needs and proactively recruiting and sourcing develop talent pool or social engagement.
• Manage the recruitment process and life cycle, including initial assessments, interviews, documentation and offers.
• Searching candidates according to the requirement through various recruitment methods such as Portals, Head hunting and referencing.
• Pre & Post offer documentation, Issuing offer letter & appointment letter.

Experience Continued:
- Management Trainee - Talent Acquisition & Talent Management at KAZO Fashion Private Limited, Noida (Nov 2016- Sep 2017)

• Handled role of HR leader where I have to foster people centric approach which enable to deliver organization goals in a healthy work culture, single point of contact for sales team for any of their business needs or grievance redressal.
• Acting as a bridge between Business Head and Sales Managers via effective communication of the message vice versa .
• Worked in close cohesiveness with the Sales Team, looking after their business needs including manpower.
• Annual Manpower Planning budgeting and adherence to the same
• Responsible for entire life cycle management for pan India Sales and HO employees - Recruitment, On boarding, Compensation, Performance Management, Exit Management.

Skills:

• HR Policy Execution
• Recruitment/Talent Acquisition Induction/orientation
• Training & Development
• Employee Relations / Welfare
• Employee Engagement
• Payroll Management
• Grievance Handling

Awards:

• Go-Getter Award at HDB Financial Services(2021)
• Employee of the Month at HDB Financial Services(2019)

Education:

• MSW(HR), Kurukshetra University(2014-2016)
• B.Com, Delhi University(2012-2014)
• 12th from CBSE Board(2012)
• 10th from CBSE Board(2010)