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

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