Actionable Major Activities

Target v/s Achievement Achieve the Monthly, Quarterly & Yearly targets assigned on core products ensuring 100% of the workstations and field staff are above benchmark productivity.

Achieve the benchmarks set for cross sell products in alignment with the Banks strategy

Ensure adherence to the processes laid down for call management, lead management, personnel management, file management and customer management.

Relationship Management & Channel Management. Manage the relationship with the Lead Generating channel like PhoneBanking, Classic On Phone, DBC (Marketing), External Vendors like BankBazaar, ApnaPaisa with timely and complete feedback, updates.

Review leads and initiate steps to improve the quality and hence business from the leads generated by the channel

Design and initiate Reward & Recognition programs for the LG channel constituents.

Create Top of the Mind recall for core product in the lead generating channel constituents.

Arrive at monthly SLAs for leads, conversions and business for the channel.

Implement daily, weekly tracker for the business flow.

Cross Functional Team Management case processing Manage the file processing life cycle through interaction with cross functional teams like Line Credit, RIC & Operations.

Have a balanced view of the case and present case processing options in alignment with the Products processes, policies and guidelines.

Work with cross functional teams to ensure FTNR and Turn Around Times are within benchmarks thus ensuring efficient processing of the case, cost reductions and eventually customer delight.

Initiate a continuous feedback loop with the cross functional teams to identify process improvement areas for faster processing, cost reduction and quality sourcing for the Bank.

Lead & Outbound Call Management Ensure call coverage of Inbound leads and outbound data as per defined Turn Around Times

Ensure expected outcomes / appointments leading to sale at the customer call level through defined call management & customer handling techniques.

Manage & track leads generated, appointments, appointments to logins and logins to disbursement ratios.

Track non successful call outcomes and audit the call.

Management process to ensure optimum successful results.

Ensure fair and productive data / lead distribution among all workstations

Ensure optimum output to achieve and exceed benchmark productivity for Field Sales personnel.

Track the quality of sourcing in Core Products as defined by Product Guidelines eliminate non starters, minimize high risk loan propositions, source profitable accounts.

Ensure adherence to call information management guidelines by the workstations on eliminate / minimize customer complaints related to misinformation / misrepresentation.

Monitor workstations and personnel below productivity norms and groom and nurture such personnel above required benchmarks.

Set up and execute a barge in calendar to monitor the call quality and adherence to laid down processes by the workstations.

Implement a review program for the workstations and field sales team through data and report.

Correct the process and product flaws of the workstations and field sales team through regular reviews, mock calls, training and objection handling programs.

Daily review of the business performance of every workstation and field sales executive in terms of call coverage, database and lead management, appointments fixed, business in hand, logins, disbursements, hygiene parameters - complaints, FTNR, TAT, sourcing mix.

Hiring and Staffing process Ensure smooth functioning of the hiring process and timely on boarding of the resource.

Organize regular Product, soft skills, process training programs and refreshers.

Maintain low attrition amongst team by enabling the team to achieve benchmark targets and timely incentives.

Process Management Ensure adherence to all key benchmarks laid down for the Product by putting in place systems, processes and management systems at the workstation, field sales team level.

FTNR All files logged in for the Product to be below the benchmark for Login FTNR & Disbursement FTNR. Tag the same at workstation and field sales team level and improve the same through training and reiteration.

TAT All files are disbursed within the benchmark turn around - times. Tag this at the workstation and field team level and improve the same through training and reiteration.

Monitor and manage the files from login to disbursement, analyze and cure the files in underwriting to improve the approval ratios.

Analyze complaints, conduct root cause analysis, identify chronic workstations and correct the process and product flaws.

Ensure the correct sourcing mix of customers to build a healthy portfolio of customers

Track and control the IRR and Processing fee through control of the sourcing mix.

Track and control business sourcing through every channel and sub channel defined for sourcing through achieving benchmark conversions set for the channel / sub channel.

Monitor the business at the workstation level lead / database allocation and call coverage achieved; Quality of calls, Logins and conversions achieved.

Cross Sell Management Achieve cross sell sourcing of defined products.

Break down the cross sell targets at the workstation level and assign targets.

Train and demonstrate the cross sell product to the workstations.

Review and track the business sourcing of the cross sell products on a daily basis with the workstations.

Review and share feedback with the Lead Fulfilling channel on the leads generated.

Arrive at monthly SLAs for leads and conversions.

Understand quality of leads generated and improve the conversion outcomes

People Management Operates at 100% budgeted manpower for workstations allotted.

Employs effective motivation techniques to extract desired results from the team.

Implements a daily review and performance based tracking program for the team.

Limits attrition to below benchmark levels.

Imbibes the culture and philosophy of the Bank within all sourcing personnel.

Ensures operation within parameters laid down by business and utmost integrity in customer interaction and business sourcing.

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