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15/03 Shamee Raul
Talent Acquisition at HDFC Bank

Views:1548 Applications:5 Rec. Actions:Recruiter Actions:0

HDFC Bank - Unit Manager/Floor Manager - CoP Supervisor - Walkin (2-5 yrs)

Mumbai/Chennai Job Code: 4547

Walkin Address :

Mumbai : 9th Floor, HDFC BANK, kanjurmarg east, Mumbai / POC - Venkatesh

Chennai : 6th Floor, no 56, HDFC BANK, 100 feet road, Vadapalani, Chennai 26./ POC - Bhijaal Shah

Department : Classic on Phone

Job Title : CoP Supervisor

Reporting Position : Unit Manager / Floor Manager

JOB PURPOSE: (Why does the position exist, WITH what objectives and WITHIN what limits) :

Responsible for managing a team of 6 to 8 Personal Bankers in order to ensure that the portfolio objectives like cross-sell, income, quality parameters and regular service interactions etc are met and the Classic customers are serviced properly.

Accountability :

Manage PB performance :

- Ensure that each Personal Banker meets the defined objectives of the Classic on Phone Portfolio

ELIGIBILITY : Atleast 85% of the groups should be eligible for the Classic program in any given month

STP : To meet the team Sales target with atleast 5 PBs meeting their individual portfolio vintage based STP target

GPH : Each PB needs to upgrade 2 GPH for a minimum of 6 groups every month

CTG : Each PB needs to upgrade a minimum of 5 groups to meet CTG benchmark every month

INCOME : Supervisor has to achieve the team monthly income target with at least 80% PBs achieving their individual income targets

Sales Process :

Contactibility :

- Ensure the PB calls the customers as per the calling plan

- Distribute the daily triggers for calling

- Ensure the birthday calls are made in time to customers daily

- Check and monitor the call attempts versus the proper connects and analyse the reason for non-contactable customers

Supervisory Review :

- Review the customer transaction history, profile, interactions, APT and give recommendations to the PB for action.

- To ensure that 100% of the groups in every portfolios are attempted for contacts and 85% of the groups are contacted.

- Every group under the Supervisor's management is reviewed once in every 4 months.

Sales Tracking :

- Review of the leads sheet for each PB and ensuring the latest lead status is always updated

- Coordinating with the Sales Manager to get the latest feedback from the sales executives

- Tracking and highlighting possible customer issues due to improper lead management

- Ensure, the PB are actively tracking their leads in order to ensure the customer is met and the lead closed in a timely fashion

Training & Refreshers :

- Aid the PB in their problem areas like objection handling, product features, pitching etc

- Identify training gaps for his team and communicate the same to the UH/ Training Manager every month

- Ensure, the PB is up to date with product knowledge, in order to guide and service the customer properly

MIS - Reporting and Analysis :

- Ensure the PB maintains & Updates the CRA Mars for each group

- Maintain a track of PB performance w.r.t leads, conversions, income, achievement of portfolio parameters etc

- To effectively utilise MIS to draw trends for each PB, in order to have continuous improvement across all parameters and for reporting to UH/ Central team

Responsible for managing a team of 6 to 8 Personal Bankers in order to ensure that the portfolio objectives like cross-sell, income, quality parameters and regular service interactions etc are met and the Classic customers are serviced properly.

Manage PB performance :

- Ensure that each Personal Banker meets the defined objectives of the Classic on Phone Portfolio

Sales Process :

Contactibility :

- Ensure the PB calls the customers as per the calling plan

- Distribute the daily triggers for calling

- Ensure the birthday calls are made in time to customers daily

- Check and monitor the call attempts versus the proper connects and analyse the reason for non-contactable customers

Supervisory Review :

- Review the customer transaction history, profile, interactions, APT and give recommendations to the PB for action.

Sales Tracking :

- Review of the leads sheet for each PB and ensuring the latest lead status is always updated

- Coordinating with the Sales Manager to get the latest feedback from the sales executives

- Tracking and highlighting possible customer issues due to improper lead management

Service Quality & Customer Satisfaction :

- Daily barging of calls made by PBs

- Review of the call logs/ remarks maintained by the PBs and give directional inputs for the subsequent calls

- Conduct Voice of customer (VOC) surveys to ascertain possible improvement areas or strengths of the PB

Training & Refreshers :

- Aid the PB in their problem areas like objection handling, product features, pitching etc

- Identify training gaps for his team and communicate the same to the UH/ Training Manager every month

MIS - Reporting and Analysis :

- Ensure the PB maintains & Updates the CRA Mars for each group

- Maintain a track of PB performance w.r.t leads, conversions, income, achievement of portfolio parameters etc

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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