Sky VRM-Sky Channel-VRM - Support

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.