Tejashree Ajay Mishra

Lead and manage a team of email agents and team leaders to ensure efficient and effective email operations for Level 1 tagging. Drive process improvements, automate responses, and develop metrics-driven solutions to enhance customer satisfaction, quality, and operational efficiency.

Key Responsibilities

• Lead and manage a team of 32 members, including 30 email agents and 2 team leaders.
• Provide coaching, guidance, and support to ensure team members meet performance expectations.
• Conduct regular team meetings and one-on-one sessions to discuss performance, goals, and areas for improvement.
• Manage critical KPIs, including: TAT (Turnaround Time), SLA (Service Level Agreement), Quality assurance for email responses.
• Develop and implement strategies to achieve and maintain KPI targets.
• Analyze performance data and provide insights to stakeholders.
• Spearhead projects to improve email operations, such as the Repeat Reduction Project.
• Analyze customer email patterns and implement corrective actions to minimize recurrence.
• Design and implement process changes to improve email channel efficiency and customer satisfaction.
• Design automated response templates and personalized customer email response templates.
• Develop and implement automated responses to common customer queries.
• Develop enhanced MIS reports and dashboards to monitor performance metrics.
• Provide data-driven insights to stakeholders to inform decision-making.
• Establish SOPs for email operations to ensure compliance and standardization across the team.
• Ensure adherence to SOPs and regulatory requirements.
• Introduce process changes to improve email channel efficiency and customer satisfaction.
• Communicate changes to stakeholders and ensure a smooth transition.

• Handling a team of15 members, setting and monitoring the KPI for them
• Effectively manage mailbox and ensuring productivity and quality in mail responses
• Rostering the team so that the workload is managed and there is no high pendency
• Handle SME customers' service request and complain, meeting the Bank's delivery standards for customer satisfaction
• Ensure adherence to process and documentation standards, focusing on process improvement, reporting, and documentation
• Timely follow-up with respective units for resolving open queries raised through CRM
• Provide support to Relationship Managers and Product Sales Managers in servicing SME clients, coordinating with back-office operations for fault-free servicing and transaction processing
• Address transaction-related inquiries and escalations, including pre, during, and post-transaction processing

• Handling complete complain queries for Banks Asset product such as Home Loan, Loan Against Property, Personal Loan, Used Car Loan, Two- Wheeler Loan, Consumer Durable Loan and Cross Sell Loans.
• Giving end to end resolution to the customer by coordinating with internal stakeholders within TAT.
• Working under Priority Nodal Officer (PNO) team and handling complain.
• Also creating Root Cause Analysis (RCA) for the case.
• Training new team members on floor related to all Loan products and software.
• Coordinating with product team with new ideas so that process work smooth without any hurdles.
• Resolving queries received on PNO, RNO, RBI Complaints Queue via Email or by calling the customer.
• Handling cases which could become future potential escalation for the bank and resolving it on priority.
• Analyzing customer issue and solving it within 24-48 hours. Demonstrating leadership in crisis management situations.
• Ensuring adherence to grievances redressal policy and processes, monitoring its implementation.
• Participate in various initiatives towards reduction in escalations of customer complaints.
• Collaborate with heads of other units to develop best practices for successful Business Operations.
• Basic understanding of KYC documentation requirements for loan accounts and verifying the same on the video call/Phone call.
• Handle Bank customers in a polite and friendly way. Ensuring 100% Customer satisfaction.
• Advises senior management of any developments and action plans.
• Responsible for end-to-end escalation management across all Assets products in the organization.

• Performing daily operations to ensure a free flow process, and also supervise the execution of daily tasks.
• Adhere to the sound policies and structures for the growth of the company
• Create a strong workforce by developing competent individuals in the banking operations team
• Responsible for advising clients with regards to financial matters such as loans,taxes, investments, and securities.
• To promote & sale Retail Banking product i.e., Savings, Current, NRI,DEMAT, Trading Recurring Deposit, Fixed Deposit, EDC
• Performing cash key operation of cash opening and closing.
• Monitoring locker operations like locker check in/out, surrender, locker audit, locker KYC, new locker allotment, etc.
• Ensure client data is protected from the public and secured against fraud by enforcing access rights and verification levels
• Performing gold loan operations like renewal, closure.
• Forex operations like money transfer, Currency exchange & sale of currency. Collaborate with heads of other units to develop best practices for successful banking operations
• Handling Income Tax Notice, Escalations and NRI service counter. Performing lien and freeze operations of SB account and FDs.
• Inventory management and Inventory Audit.
• Delegate tasks to members of the operations team