Product Manager - Team Leader for Virtual Relationship Managers

Product Manager-HO & Support-Branch Programme Team 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. Experience Level Senior Level