Assistant Key Account Manager - Virtual Bancassurance HDFC

A Position Overview

Position Title

Assistant Key Account Manager – HDFC Asset Channel

Department

HDFC Relationship Channel

Level/ Band

AM

Grade

304

B Organizational Relationships

Reports To

Area Manager

Supervises

C Job Dimensions

Geographic Area Covered

HDFC Bank Relationship

Stakeholders Internal

HDFC Bank Relationship Supervisors

External

D Key Result Areas

Organization process

Key contributions

Frequency

Training

• Prepare training material for New Phone Bankers

• Certification/ Motivation of Phone bankers

• Timely Completion of training

• Coaching callers based on quality scores for improvement

• Training to improve sales

Daily / Monthly

Quality Evaluations

• Ensure Quality Lead generation from the Phone Banker

• Ensure regular monitoring of quality of calls and completion of monitoring within defined timelines

• Timely feedback to caller

• Collect customer feedback and review scripts regularly

• Conducting Monthly certifications for the unit to assess product/process/ system.

• Analyze the training requirements bases the feedback shared.

Daily / Monthly

MIS

• Prepare the Quality MIS

• Ensure the MIS is published to the relevant stakeholders on time.

Daily/ Weekly/ Monthly

Others

• Assist in preparation of process notes or system requirements

• Projects to improve overall lead quality

E Skills Required

Technical

• Good Knowledge of MS Office / MS Excel

Behavioral

Essential

Desired

Interpersonal skills

-

Communication skills

-

Creative thinking skills

-

Supervising/Leadership skills