Ganesh Balaji Kannan

Senior Manager @HDFC Bank

IN

HDFC BANK LIMITED - From 23rd Aug 2016 Till DateSenior Manager- Grievance Redressal credit cards.Maintaining SLA on critical Senior Management complaint.Productivity tracking daily closed/ final responses.Ensure consistency to meet the daily productivity for all business days of the month and also productivity levels are met for the specific month.TAT resolution/ Response(Interim/final) within the defined TAT to be adhered to.Eception approvals taken to ensure quality and customers requirement is correctly understood.To check for opportunities to fulfill customer requirement by exceptional handlingand resolve the query to customer satisfaction.Adherance to internal processes to ensure prompt resolution of customer queries/security of customer information.Compliance to internal processes/guidelines/security requirements on responses like card#masking process, negative stance approval process, clause usage, post resolution calling etc.Nil escalation due to inadequate resolution and staff accountability to be taken for inadequate handling on earlier channels.FCR on Service related complaints and to ensure complete resolution is given at the firstinstance thereby not inducing repeat interactions.Capturing relevant details in CRM on the complaints received.Ensuring proper RCA(Root Cause Analysis)is taken for complaint received.Process improvement to arrest repeat escalations.Managing 08 member team on complaints handling and associated operations.Sales Manager TPPROLES & REPONSIBILITIES Optimizing productivity by driving AHT, managing offline activities, coordinating with the call center operations team. Supervise and drive the team in a manner consistent with the achievement of established goals.Conduct regular one-to-one meetings with the agents and document performance discussions clearly during periodic appraisal cycles. Analyze Customer’s requirements and specifications to arrive at suitable solutions.