AVC:Program Manager - Acquisition - Domestic & NRI

Navi Mumbai, Maharashtra
Permanent
Full-time

2 months ago

Job Description:About Axis Virtual Centre

Axis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell.
The Quality Assurance function at AVC, ensures that processes and procedure designs are customer oriented and service delivery standards are measured and met resulting in high quality customer satisfaction, experience.
This team conducts audits and related activities to measure adherence to process, compliance, and regulatory guidelines.
Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities.
Keeps a check on any malpractices and defines actions basis severity of incidents.
The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

About the RoleThe role of a Program Manager for CASA Acquisition-Domestic & NRI for AVC is to oversee the development and implementation of CASA acquisition programs through the call center channel. This includes managing a team of sales agents to meet acquisition targets, developing, and implementing sales and marketing campaigns to drive customer acquisition, and monitoring and analyzing call center metrics to identify areas for improvement. The Program Manager is also responsible for developing and managing budgets and financial plans to support acquisition goals, managing relationships with other stakeholders, and ensuring compliance with all relevant laws and regulations. The Program Manager should have strong sales and marketing skills, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment. In addition, they must have experience in program management, including project planning, execution, and monitoring.Key Responsibilities

Ensuring that processes are compliant with regulatory guidelines and help in improving customer experience and achieving business goals.
Work under the guidance of the CASA Lead to identify improvement opportunities across verticals through, process mapping, metrics analysis, benchmarking, VOCs, etc.
Study existing processes critically from a customer experience perspective across all stages and touchpoints in assisted digital customer journey.
Deep dive to breakdown End to End process to proactively identify automation/improvement opportunities and create automation/transformation roadmap.
Ensure the business impact and project objectives/dependencies are identified, reported on, and always managed.
Drive change initiatives from evolution/efficiency identification through to project delivery.
Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance.

Qualifications

Education (Graduate) 10+2+3, preferably with specialization in Human Resources Management
Experience (6+ years in Process Excellence or related function)
3-5 years of relevant work experience (preferably in contact centre)

Role Proficiencies:

Leadership skills
Interpersonal skills
Analytical skills Sound knowledge of retail banking products and Process
Knowledge of digital banking channels like, Internet Banking, Mobile App.

Skills:Refer to the Job DescriptionAbout Company:Axis Bank is the third largest private sector bank in India. The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses. The Bank has a large footprint of 4,594 domestic branches (including extension counters) with 11,333 ATMs & 5,710 cash recyclers spread across the country as on 31st March, 2021. The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021.The Overseas operations of the Bank are spread over eight international offices with branches at Singapore, Dubai (at DIFC) and Gift City-IBU; representative offices at Dhaka, Dubai, Abu Dhabi, Sharjah and an Overseas subsidiary at London, UK. The international offices focus on Corporate Lending, Trade Finance, Syndication, Investment Banking and Liability Businesses

Axis Bank

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