Saturday, October 16

Video KYC-Quality Manager

Job title: Video KYC-Quality Manager

Company: HDFC Bank

Job description: Job description :

A) Monitor / Measure the implementation
Follow-up and call coaching sessions to encompass business orientation, min. complaints, exceptional service and a great customer experience.
Need to ensure that defect rates are maintained at acceptable levels
Ensure that the team provides the highest quality of service to customers and meets service expectations
Ensure that decision makers and auditors are regularly reviewed on the performance of their appeals / BDA process and that comments are shared regularly
Organize weekly meetings with supervisor to share feedback on quality of service, analysis of quality score movement faults, relevant cross-sell products and training needs.
Meet with the head of unit and supervisor once a month at the start and write up a POA for all training-related actions for the month.

B) Understanding through calibration across all staff: –
Alignment and calibration of staff quality standards for Q&T team and supervisors
Measure the impact and gaps in service delivery.
Recommend higher standards of observations.
Ensure that the team provides the highest quality of service to customers and meets service expectations

C) Audit and quality of service
Ensure all established systems and processes are followed as stipulated by audit and senior management
Ensure accurate and timely processing and submission of KYC requests
Adherence to defined processes for updating interactions with customers
Monthly / periodic verification of the auditable elements to be carried out

D) Commercial achievement
Ensure the team promotes digital banking and relevant product cross-selling for a superior customer service experience through meaningful conversations
Ensure that the team establishes the profile of the clients in order to facilitate the good cross-service of the Bank’s products

E) Knowledge management
Up-to-date knowledge of the process and the product for self and staff.

F) Motivation of staff:
Introduce a culture of recognition in the field for the highest quality achievements, low defects, customer appreciation, etc. in order to keep staff motivated.
Encourage performance week after week.
Cultivate the habit among all to perform better, challenge each other by sharing best practices and aim for recognition.
To motivate competent staff and influence staff by also updating Topper / LED panels on floors

G) Analytics
Analyze the parameters below at regular intervals to ensure the establishment of an accurate TNA.
Call observations vs quality improvement
Main defaults in the quality model
Defect analysis staff with high / low defects
Digital promotion and relevant cross-selling checks of products.
Gap between two calls
Analysis of ATT & AHT calls
Sharing the view of the hawks on Sr mgmt. and the training team for the corrective action plan.

Skills: Awareness of banking regulations
Planning and organizational skills
Personal skills
Sales and influencing skills
Communication and relationship management (Behavioral skills)
Knowledge of local geography
Good administrator
Good at networking

Expected salary:

Location: Coimbatore, Tamil Nadu

Job date: Tue, 12 Oct 2021 03:33:56 GMT

Apply for the job now!


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