The incumbent will be part of the Phone Banking/Contact Center team in establishing the phone banking channel of Ujjivan Small Finance Bank with the objective of extracting the 'power of phone' for delivering seamless customer service; and identifying opportunities to cross-sell
Working closely with internal and external stake holders including consultants in finalizing and implementing the Phone Banking Channel for Ujjivan SFB.
This role will report to the National Manager Phone Banking
Qualification : MBA with Engineering Graduation (preferred) with good analytical skills and experience in managing call centres/banking channels/IT experience.
Experience Required : 5 -8 years of experience preferably at a bank/NBFC managing Phone Banking/Call centres.
Competencies Required :
Should have good conceptual, process and communications (verbal and written) skills
Should be familiar with systems and technology
Knowledge of sales force / channel management
There were many microfinance institutions active in rural India, but very few served... India’s urban population. To bridge this gap, Ujjivan focused on the urban poor. This is a fast growing segment that is relatively new to India’s microfinance industry. Our surveys and interaction with the urban poor show that they are exposed to enormous contingencies and are required to share their meagre resources with neighbors, friends, relatives and colleagues. Hence, there is a tremendous amount of bonding and affinity among them. We have also found that, contrary to popular belief, the urban poor are a stable population. Therefore, the significant difference between the urban and rural population is the lack of time and availability of space in cities. Read full description