Assistant Manager-Channels

3 - 5 Years
Bengaluru

Job Description

Business
Formulates and executes the ATM deployment for the Ujjivan Small Finance bank.
Supervise & Oversee Outsourced Phone Banking Centre
Supervise & Strategy channel
Updating the Regional Leadership team on channel utilization
Formulates & Execute Debit Card Usage
Gathers competitor intelligence around channel strategies adopted by other banks
Implements & Overlooks the operations procedures, accounting framework and reconciliation processes for debit cards
Resolves escalated complaints according to pre-defined dispute resolution mechanism and escalation procedure; ensures adherence to customer grievance redressal mechanism
Customer
Ensures transformation of the existing customers from assisted to self-mode with 90% target.
Ensures high degree of customer satisfaction of using Debit Card on various platform, measured periodically through customer satisfaction surveys (C-Sat score).
Evaluates partner effectiveness by developing metrics for periodic performance reviews in terms of ATM downtime, cash out, C-Sat score etc.
Resolves escalated complaints according to pre-defined dispute resolution mechanism and escalation procedure; ensures adherence to customer grievance redressal mechanism
Internal Process
Formulates and ensures effective implementation of processes and operational procedures (SOP) related to the channel
Oversees smooth operations of the Outsourced Phone Banking Centers & ATM channel through the development of relevant MIS
Sharing of MIS & Updates with regional Leadership Team
Ensures timely resolution of ATM network and system related issues.
Reviews reports from internal audit / risk team to identify repeat areas of non-compliance and ensures closure of related issues.
Oversees vendor relationship management and monitoring at corporate level, to ensure adherence to SLAs, timely and accurate reconciliations of transactions and timely vendor payments
Learning & Performance
Assists in content development for effective delivery of Channel lessons to customers & internal staff
Ensures maximum uptime of the ATMs and Swift resolution of any system and network related issues.
Ensures adherence to training man-days/ mandatory training programs for self and reportees.
Ensures goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees
Ensures Channel team provides support to Branch Banking Team in terms of customer issues

Interested candidates please send your resume to rajesh.babu@ujjivan.com

Salary: Not Disclosed by Recruiter

Industry:Banking / Financial Services / Broking

Functional Area:Financial Services, Banking, Investments, Insurance

Role Category:Operations/Processes/Finance/Legal

Role:ATM Operations Manager

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Ujjivan Small Finance Bank limited

Small Finance Bank
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Contact Company:Ujjivan Small Finance Bank limited