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15/09 HR
CEO at THire Global Services

Views:4 Applications:4 Rec. Actions:Recruiter Actions:0

Assistant Manager - Telecalling - Loan (10-15 yrs)

Noida Job Code: 292016

Assistant Manager

Desired Background :

1) Conduct Review of Loan officers - Monthly/Weekly.

2) Consolidate Monthly/Daily Conversions for Audit (FIR Process).

3) Review Pending Action Report and Lead Assignment (Daily).

4) Follow up on Appointments (Not RFL or Pre-Converted) (Daily).

5) Email Activity (Daily)

6) Prepare Adhoc Reports (based on request from supervisor, sales team etc).

7) Monitor Dialler for real time adherence (if installed).

8) Conduct Floor Walk Activity (Daily-4 times)

9) Call monitoring and Feedback (Monthly 100 & Daily 5 calls)

10) Lead Allocation Activity on Non ADL leads (Daily).

11) Query resolutions of Loan officers during their calls (Daily).

12) Audit of LODP of each officer (Daily/Weekly)

13) Loan Officer audits previous day appointments. (Daily)

KPA & Activities :

1. Business Target : Achievement of Lead generation targets for the teams as defined and agreed upon.

- Goal setting for the team in conjunction with the Team Leader.

- To review NPE/PIP Loan officers jointly with Team Leader.

- Monitor LMS Coordinators for daily activities.

- Participate in the morning huddles with the team and audit on daily appointment commitments.

- Implementation and audit of the various defined processes and practices.

- Dissemination of information with respect to business (product changes, process change, incentive update,etc.) within the teams.

- AM to conduct initial interviews, liaise with the local admin team and assist the team manager in recruitment of the right candidates for the team and ensure budgeted manpower are in place for the teams mapped to him.

- Collaborate with Sales Team to increase the appointments- login percentage.

- Ensure fulfillment of smooth end-to-end process for every case sourced by the teams.

- AM to prepare Adhoc Reports as desired by stakeholders from sales team.

2. Coaching and Development :

- Enabling the team members to reach maximum level of efficiency to improve professional and organizational effectiveness.

- To ensure daily 1 customer call with the FSA/team member to check the progress of a team member in terms of their customer handling skills

- AM/ASM to handhold the recruited FSA/LSE by training them on product knowledge, software's and processes.

- AM/ASM to work with the TM on NPE (non performing employee) and take corrective actions towards making them PE (performing employee).

- Devise PIP in consultation with SM to make them productive.

- AM/ ASM to ensure low levels of attrition of the team members mapped to him and support the TM towards retention of his team members.

- Exit interview to be conducted for any resignee in the team.

3. Performance Review :

- AM/ ASM to track and analyse reports and MIS (Business MIS, Certification MIS, Incentive MIS, etc.)

- Review and implementation of performance sheets in conjunction with team managers

- AM/ASM along with TM to ensure he/ she gives appropriate feedback to all team members, identify areas of improvement , initiate performance improvement plan and document them.

- AM/ASM along with the TM to share progress with respect to the KRA's with the team members, review and appraise objectives / KRAs every month.

- AM/ASM along with TM to ensure he/ she gives appropriate feedback to all team members, identify areas of improvement , initiate performance improvement plan and document them.

4. Relationship Building :

- AM/ASM to ensure relationship building between ASM/AM and below levels of the mortgage vertical.

- AM/ASM to share various relevant reports related to financial services with mortgage AM/ ASM and discuss areas of improvement between the two teams and work towards bridging the gaps between the two teams.

- AM/ASM to manage relationships with HDFC Ltd RM's .

- AM/ASM to manage relationship with various insurance partners.

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