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

•

Teamwork Skills

•

Influencing skills

•

Relationship Building skills

•

Decision making skills

•

Advance Excel skills

•

F Incumbent Characteristics

Essential

Desired

Qualification

Graduation

Post-Graduation

Experience

At least 3-5 years of experience in call centre industry, in Quality / Training process.

Any industry