Responsible for Independently managing the Classic on Phone Unit in the location, managing Classic customer of the state, resulting in customer satisfaction and enhanced customer relationship, Income and Business generation.
Manage a large team of Floor Managers, Supervisors and Personal Bankers in the Unit.
Income generation by driving the cross selling of Bank products that results into achieving the targeted Income and cost:income ratio.
To ensure quality service is provided to the CoP customers, consistently as per service standards.
Ensure stipulated sales process is implemented by the team resulting in enhanced customer relationship.
Ensure team of supervisors work in tandem with Quality and Sales to achieve the defined objective of higher product penetration, consistent engagements resulting in better relationship.
Ensure reporting of MIS and business details as per defined process within the TAT.
To ensure compliance of Audit process
Accountability Detailed Responsibilities End Objective Weigtage
Management (1) Sales Planning
Plan sales and build sales strategy for the unit
Carry out analysis to check trends and implement actionables to improve conversions
Analyse triggers to evaluate and guide PB on the pitching of appropriate products
Meet the targets defined every month
(2) Sales Fulfilment
Track lead conversion status of the leads generated by the team
Utilise CRM, LOS and other credit/disbursal reports, DSR etc to track the movement of files/AOF.
Drive TPP business and ensure reporting
Make customer visits for select high value leads
Relentless follow up with Sales teams for ensuring conversions
(3) Sales Training
Organize training and refreshers for agents by liaising with the Sales fulfillment teams.
Provide regular inputs to each agent on the ways for pitching products to customers. Track implementation through call bargins, mystery shopping.
Implement regular discussions with Supervisors in order to identify gaps eg: rejections etc and work on areas of improvement. areas.
(4) Agent Productivity
Tracking of LGs basis products identified to be cross- sold by the particular PB.
Provide inputs and track performance through LG and lead status monitoring.
Track LC for each PB on a monthly basis and identify means to improve the performance month on month in line with the portfolio targets.
To ensure the Income and Sales objectives of the unit are met
The lead generation process is streamlined and uniform across the unit
Achievement of assigned Life Insurance and Assets target
All customers are met at the lowest possible TAT
Reduce customer complaints due to non- servicing of leads
Help increase generation of leads thus resulting is greater business
Improve the quality of the leads through the training programs
To improve the overall efficiency of the unit by higher conversions of leads
Devise way to improve profiling, filtering of leads (especially assets) to ensure lesser profile based rejects 35%
Service Quality & Training (1) Training of New Hires
Adherence to the Training module for new hire trainees.
New hires on calls within the specified period of 15 days.
Training/Graduation scores of 75%
(2) Refreshers for Existing staff
To identify knowledge gaps amongst the team and build training programs around the identified issues
Identify the poor performing PBs in the unit and conduct intensive programs to improve the performance
Conduct regular tests to gauge knowledge levels.
(3) Customer satisfaction
Ensure that Call evaluations are conducted as per plan
Publish regular reports with the results of the call evaluations
To equip the unit to hire new PBs and make them fully equipped to service Classic customers
Supervisors and PBs to be properly trained so as to be able to meet customers service requirements
Help the poorly performing PB become better
All customers are regularly contacted and interaction quality is as per requirement
The quality of interaction is as per the standards required for HNI customers. 25%
Achievement of Key Portfolio parameters Unit level CTG & GPH measure to increase
Vintage wise STP performance to be achieved
Achievement of convenience product activation objectives set At a unit level the portfolios remain healthy by meeting the quality parameters
All customers get sold to during the financial year
Ensure that the team shares the benefits of using the various convenience products. 10%
Complaints Management 85% of complaints and queries closed within TAT.
NIL instances of inadequate closures To deliver consistent customer experience in respect of complaint/query handling.
To meet target number of complaint closures within defined TAT 10%
Operations & Process Compliance Authorise the racing requests logged by the supervisor and upgrade requests logged by the branches
Ensure adherence to process and Audit requirements.
Monitor implementation of actionables related to self-Audit checks
Carry out surprise spot checks to ensure appropriate implementation of self-Audit checks.
Satisfactory- Audit rating for the Unit.
Non-recurrence of repeat Audit comments. 5%
Staffing and Team Building To ensure a resource of trained staff to meet the business challenges.
Ensure hiring of staff as per approvals within specified time lines.
Highlight any staffing related concerns to RH and seek resolution.
Regular inputs to all Supervisory staff on handling their resp area of operations.
Carry out Monthly Assessment for each reporting staff and ensure that each Supervisory staff receives feedback on performance and actionables.
Staffing- agent and Supervisory staff, as per approved strength.
Agent Attrition within defined limits.
Motivate staff and ensure they are in line with the Unit/Channel objectives. 5%
MIS - Reporting and Analysis Accurate and objective reporting of Business for the unit as per defined TAT
Effective utilisation of reports to plan and implement activities to meet business requirements. To effectively utilise MIS to draw trends and implement actionables - in order to have continuous improvement across all parameters. 5%
Administration Error free timely processing of all administrative activities.
Ensure the phone lines and other infra are indented & maintained in a proper manner
Responsible for leave management, attendance records etc for the unit
To ensure all administrative functions relating to staffing, infrastructure etc is carried out as per process.