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

1. 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

2. 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

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