Unit Manager - Mumbai - confidential

    confidential
    confidential Mumbai

    6 days ago

    Full time
    Description

    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.

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