Unit Manager

Job title: Unit Manager

Company: Yes Bank

Job description: Strategic/ Managerial Responsibilities

To ensure maximum connect and revenue penetration from NRI / NRE customers.

To provide wide array of banking products to existing and new NRI/NRE customers.

Core Responsibilities

  • Provide leadership, expertise, direction and guidance to the Call Centre Operations for new customer acquisition for GIB portfolio.
  • Accountable for achievement of sales, profit, and strategic objectives for the Unit.
  • Responsible for planning, budgeting and attaining cost to Income and revenue objective.
  • Work closely with HR Function and own unit, to recruit, train and develop staff.
  • Liaise with training and service quality team to ensure training needs are identified and addressed.
  • Maximize agent sales productivity and efficiency on calls for revenue generation.
  • Monitor to maintain high levels of quality, accuracy, process, database penetration, campaign conversion, and agent and unit productivity.
  • Co-ordinate with other business unit, establish promotional campaign & sales contests to achieve sales numbers.
  • Manage day-to-day operations of the unit as per defined processes, SLAs and ensure compliance to audit guidelines
  • Work closely with Quality Team to deliver services without any errors on guidelines
  • Work closely with business and product team to inspect sales process, quality and prioritize opportunities for improvement.
  • Keep up to date with recent market and industry trends, competitors, and leading customer strategies.
  • Working closely with team members for their professional and individual growth.
  • Regular Presentations with various teams on business update and forecast.


Key Internal Interactions

Purpose of Interaction

Product Team

  • For all product related queries & support required.
  • For sharing suggestions gathered basis interaction with stakeholders

Key External Interactions

Purpose of Interaction

Clients/ Customers

  • For understanding the Product & its process related to external stakeholders.

Dealers/ DST/Vendors

  • Not Applicable



Minimum Qualifications

  • Bachelor’s / Master’s degree
  • A subject matter expert on the processes including end to end execution

Language Skills

  • Written and spoken English is essential


Years of Experience

  • Minimum 12 to 16 years of work experience in Contact Center Operations.
  • Knowledge of Contact Center experience is an added advantage.
  • Sales and Team Handling experience with high performance track record.

Nature of


  • Successful and significant contribution in topline and bottom-line
  • Extensive experience in managing teams.



Core Competencies

Competency Name


  • Customer Focus
  • Proactive and service orientation for both internal and external customers.
  • Professional Entrepreneurship
  • Takes proactive and constructive action at work with little or no direction from others
  • Displays responsibility for problems, initiatives and tasks that lie within the domain of own role
  • Drive for Results
  • Seeks to understand the rationale for key decisions and understands implications for own role/ actions
  • Displays a sense of urgency to deliver outcomes as per stated timelines
  • Reacts to challenges by displaying an optimistic demeanor
  • Influence and Impact
  • Uses simple persuasion techniques to achieve the desired result / action / commitment from others
  • Responds to stated requirements of internal/ external stakeholders by keeping a solution oriented mindset
  • Quality Focus
  • Ensures adherence to quality standards in work/service delivery, identifies opportunities for improvement in routine course of work
  • Adheres to laid down systems, procedures and identifies opportunities to enhance efficiency in own sphere of work through incremental improvement

Technical Competencies

  • Product and process
  • Relevant product knowledge
  • Ability to understand customer behavior
  • Understanding of competition products

Expected salary:

Location: Mumbai, Maharashtra

Job date: Wed, 02 Sep 2020 02:23:00 GMT

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