Sky Pilots & Projects-Vertical Lead-Sky Channel-VRM - Support

Job Summary

We are seeking a dynamic and experienced Area Head for our Virtual Relationship Management Team to lead our efforts in Customer managing relationships. As the Area Head, you will be responsible for developing and implementing relationship management strategies, building strong relationships with our Customers, and driving growth in our Savings and Current account portfolio.

Candidate will also be overseeing the day-to-day activities of a large unit, managing a team of customer service representatives, and ensuring that our customers receive exceptional service.

Key Responsibilities

Develop and implement strategies to build strong relationships with Account holders.

Manage a team of relationship managers and Team Leaders and provide leadership and guidance to achieve business objectives, provide coaching, training and feedback, as necessary.

Develop and maintain a deep understanding of business objectives, goals, and challenges.

Collaborate with internal teams to identify opportunities to enhance customer experience and drive growth in bank’s portfolio

Monitor and analyze key performance indicators to evaluate the effectiveness of our relationship management efforts

Build and maintain positive relationships with senior leadership and stakeholders.

Ensure compliance with all relevant laws and regulations.

Ensure that Customer queries and complains are resolved in a timely and efficient manner

Continuously improve the qulity of customer service operations through process improvements, training and technology upgrades.

Qualifications

Bachelor's degree in business, marketing, or a related field. An MBA is preferred

10+ years of experience in relationship management, with a proven track record of building and managing successful teams

Experience in using any major Contact Centre Dialler / Software, CRM, SalesForce, NICE, people management tools.

Knowledge of Data Protection, TRAI Guidelines.

Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholder’s and team members at all levels

Strong leadership skills, with the ability to motivate and inspire team members to achieve high levels of performance

Strong analytical and problem-solving skills, with the ability to identify opportunities to enhance our partnerships and drive growth

Knowledge of business development, marketing, and sales principles and practices

Experience in managing budgets and financial forecasting.