Technical Lead

Job Purpose

• Responsible for managing and driving a team of Virtual Relationship Managers (VRM) handling

portfolio of eligible Imperia & Preferred customers in order to achieve the targets set and that all

guidelines and regulatory requirements are followed.

• Ensuring that customers get world-class services and their needs are understood and met through

financial products that the Bank has to offer.

• Consistently meet portfolio objectives defined Viz. sales, income, group product holding etc.

• Ensure adherence to Operations process aimed at zero defect transaction processing & meeting the

Audit & Compliance guidelines.

• Responsible for managing, training and motivating staff.

• All of the above parameters consistently met by the team of VRMs.

• Income generation through a right blend of enhancement of CASA balance and through cross sell of appropriate products. So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services, thereby ensuring that the VRMs also achieves the key performance parameters set

Job Responsibilities(JR) : 6 – 8 Areas

Business Achievement and Development for VRM & Team

• Ensure proper scoping is done and target / niche customers identified with ACTIVE collaboration from concerned Product/Sales Support Teams

• Ensure that the targets on liability accounts, through the channel (Branch and direct sales), are met under all parameters specified.

o Meet value target for Liability Balances of the customers

o Ensure quality of sourcing is maintained and depletion rates are controlled.

o Ensure that Salary credits reach or exceed the expect Salary Credit targets

• Ensure that all managed portfolios are effectively managed through VRMs and that set targets on each of the portfolios is reached.

• Also, Team Manager has to ensure seamless servicing of customers.

• VRMs are made aware of the Scorecard targets & Portfolio Benchmark.

• Ensure that the High Net worth individuals are persuaded to avail the private banking products and services (advisory, etc.)

• Ensure that there is cross sell to the customer on asset products as offered by the Bank.

• Ensure that the customers get credit cards and start using the same for all their transactions- credit card activation push.

• Income to be generated at a customer level.

• Ensure that cross sell targets on Third Party Products is met for the Unit

• Ensure Staff are trained on product knowledge and requisite certifications

• Engaging with bottom 20% performers and identifying ares of improvement and demonstrating the How.

• Review Daily Sales Report of the staff and provide guidance on ways to improve on the same

• Managing and monitoring performance of all the sales resources

o Productivity of Liability and Non Liability sales staff

• Attrition control of customers

o Includes persuading the customer to continue and if required renew FD’s

§ Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attrite

o Ensure that the marketing analytics list on possible attrite, is called and retained

• Ensure that there is no revenue leakage

Customer Service / Customer engagement

• Plan monthly/ weekly/ daily contacts for the team of VRMs basis the contact policy & track implementation

of the interaction plan.

• Effective planning & implementation of event based trigger, birthday calls, campaign calls and other defined

objectives for customer contacts.

• Ensure that VRMs offers highest quality of service to the customers and meets expected Service Quality standard by educating the customers to use the Digital Banking mediums for their banking transactions /

needs. This is measured iva call evaluations and Sup

Reviews

• To review contact attempts versus successful contacts and analyze reasons for non-contactable customers.

• Ensure VRMs make regular contact with customers for service as well as business updates.

• Adequate logging of complaints, Reviewing & Resolving all complaints received (VRM, self, branch, other units) within the stipulated TAT

o Monitor all complaints received and ensure that they are closed within TAT

o Improve customer communication on closures

o Check with customers if the process of complaint has been managed well

o Ensure no escalations happen

o Preventive complaint management

o Asking for feedback from customers, who are not complaining

o Discussing with staff the importance of getting feedback from customers on a regular basis

• Periodic review of customer base i.e. Contactibility,

Eligibility, Product penetration & profitability. Take appropriate action to activate every customer / improve

the product penetration & profitability of the customer to become a Primary Banker for the customer.

• Carry out VoC to assess strengths and to ascertain possible improvement areas of the VRMs basis customer feedback. Take appropriate action- reward the VRM for appreciations/ corrective actions as required.

• Monitoring implementation of Sales Process.

Business Generation / Sales Tracking

• Track business generation and income for each VRM in the team on a daily basis, and take due steps.

• Review leads generated by each VRM and ensure real time lead status availability.

• Ensure VRMs actively track their leads, keep customer regularly updated on the lead status & complete the lead closure within a reasonable timeline, basis product.

• Tracking and highlighting possible customer issues on account of improper lead management.

Supervisory Reviews frequency to assess effectiveness of customer interactions by the VRM.

• Check profiling done by the VRM to ascertain effectiveness.

• Basis interaction logs captured by the VRM & discussions with the VRM, provide directional inputs on customer interactions & business generation.

• Demonstrate “how”.

• 220 Sup Reviews per month

Operations

• Conduct internal checks on a regular basis & share a feedback with VRMs on time to time.

o Lead file maintained by VRMs

o Requests captured by VRMs

o CRM Interaction

• Ensure seamless handling of operations areas such as customer requests, transactions, reversals etc.

• Handling queries of VRMs on floor and provide resolution.

• Ensure timely responses to customers through call out/ e-mail as applicable.

• Handle 1st level escalations and ensure satisfactory resolution to the grievances.

• Ensure judicious utilization of financial and non- financial authority.

• Carry out periodic checks to ensure team adheres to Audit & Compliance guidelines.

Audit and Service Quality

• Ensure all laid down system and process are followed as stipulated by Audit and Senior Management

• Monthly / Periodic Verification of Auditable items.

• Review of CRM Interactions & Lead Quality

 MIS - Reporting and Analysis :

• Ensure timely and accurate updates of all portfolio

performance parameters.

• Maintain track of VRM performance w.r.t leads, conversions, income, achievement of portfolio parameters etc.

 Staff Management

• Ensure that all VRMs are adequately trained on the

Products of the bank and sales process

• Ensure that all VRMs are trained on the process to be followed (including amendment with new circulars)

• Be aware and make VRMs aware of various policies of the bank with regard to customer service and compliance

• Monitor productivity and give guidance on improving the same in conjunction with the Line Manager / Unit Head.

• Ensure that all VRMs are sent for class room training on a regular basis

• Ensure that nominated VRMs attend training sessions conducted by HR, without fail.

About the role:

You will own a functional area - from product conception to its delivery to customers. You are expected to design and code independently in multiple tech components related to your functional area. You must also develop a deep understanding of non-functional requirements, such as reliability and availability, scale, horizontal scalability, etc. over time to make tech stack decisions accordingly. You are expected to actively mentor junior engineers. You own

the codebase quality.

We are looking for seasoned engineers who are quality-conscious, product thinkers, business cognizant and smart. Engineers get to significantly amplify the impact of their work or creations with scale. The scale also demands that engineers to produce super-efficient solutions.

What you’ll do

• Strong experience with Java 8, Spring and Spring Boot, Spring MVC, Spring Data,
• Working experience in Microservices
• Version Control: Git
• Strong understanding of functional/reactive programming, OOP, design
• Experience with Docker and Kubernetes.
• SDLC: Working experience in Agile methodology
• Strong interpersonal skills and time management skills

What you’ll need

• B.Tech or M.Tech equivalent with at least 3 years of experience
• Deep expertise in at least one programming language & tech stack.
• Strong object-oriented design skills, ability to apply design patterns, and an uncanny ability to design intuitive module and class-level interfaces
• Experience in building data-driven web application design and development is a plus
• Good understanding of multiple tech solutions and ability to pick the correct one for the given situation
• Prior work experience in an agile environment or continuous integration and continuous delivery (CI or CD)
• Ability and experience in designing high-level software designs of the scalable system, taking NFR (non-functional requirement) into consideration

• Solid understanding of IP network and TCP/IP
• Minimum of 7+ years’ work experience in IT
• Minimum of 4+ years experience as DevOps Enginneer
• Good interpersonal skills and communication written and oral.

•Hands on experience in Object oriented programming

•Hands on experience in Java, SpringBoot (min 2 years) or kafka or Cassandra or MongoDB

•Experience with developing/enhancing applications connecting to different Databases : Oracle/MySQL/Cassandra/MongoDB

•Strong knowledge of common Data structures and algorithms and when to use them.

•Experience in Xpath or XML or REST or JSON or protobuff

• Experience with software version control (such as git)

•Experience in working in an agile environment such as Scrum.

Preferable:

•Experience in public cloud PaaS (AWS, GCP, Azure)

•Real time stream data handling (Kafka, Kinesis

Due to our rapid growth, further areas are being expanded. Therefore we need you - as a Customer Chat Support to support our team in India.
With your professional expertise you will be able to set accents and give the brand an authentic voice

Your mission

• Replying customer support tickets from our regional cities
• Handling inbound and outbound calls
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Assist customer with issues face to face and able to work in shift if required
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Participate in ad hoc projects as and when required

Your profile

• 1-2 years of customer service & support experience
• Must have an Apple iPad to use our tools and software.(If you don’t have one contact us we will help.)
• Have a Team Player mentality as well as being able to work independently
• Have a very good command of spoken and written English and Hindi
• Proficient working with computers and software programs

Why us?

We offer you:

• An attractive fixed salary and an annual bonus
• 28 days annual leave
• An intensive training
• Personal development through individual training, workshops and webinars

We are Gadget World. An international start-up founded in 2019.
We have developed the Platform, a unique and innovative Gadget Rental Service.
Our mission is to develop revolutionary products to empower people to live a life of freedom, passion, and joy.

We need both Fresher & Experienced candidates to work as "Tele Caller" for our own organization.

Designation- Tele Caller

Profile-

• Calling prospective students for admission and counseling
• Coordinating with other departments for institution daily operational need
• Basic administration job
• Knowledge of basic computer handling for making MIS
• Good communication skill and convincing power

Education- Should be a Graduate

Experience- 0 year - 2 year

Skill- Additional skills in the respective position will be an added advantage

•  Candidate must haveexpereince into Php with laravel.
• Good communication skills.