Team Leader - Email Banking -Chennai

Job Description

• SLA / TAT - To provide faster resolution to customer e-mails through effective shift management and liaison with other functions. Ensure that team provides timely resolution all customer E-mails Respond to customer queries on the same day when mail is allocated.
• Rostering of the team to be done basis expected weekly volumes to ensure all customer mails are responded to, within the agreed timelines.
• Plan of action to be circulated to the team everyday in a timely manner and ensure cases are prioritized in such a way to meet the timeline committed to customer.
• Ensure that team raises NFTR queries to other functions in a timely manner and with adequate details, so that resolution is received without any delays.
• To effectively monitor NFTR cases, liaison with the other functions for resolution, follow the escalation matrix whenever required, in order to meet the resolution timeline committed to customers.
• Team Productivity - Drive the team to achieve the productivity targets set, to ensure prompt response to customer emails.
• Same to be done considering the increase in volumes and targets on turn around time.
• Identify training needs of the team and conduct coaching sessions to improve the learning curve.
• Conduct regular feedback sessions with officers, basis QA sample checks done.
• To effectively hand hold new officers during the first month and ensure they are trained to respond to customers directly after one month on the job.
• Ensure complete notice period is served by the officers at the time of exit.
• To plan in advance to ensure there is no productivity dips due to any exit.
• Customer Focus & Service Experience - Drive the team to provide resolution of queries to be Customer Focussed by providing faster and accurate qualitative resolution / response. Random sampling of cases to be done for the entire team as a part of internal quality check.
• To provide individual feedback to the officers based on internal / external sample checks done