Classic On Phone Supervisor – 2 Years in Sales/Customer Services/Call Centre – HDFC Bank – Delhi

Posted on November 26, 2008. Filed under: Delhi | Tags: , , , , , , |

 
HDFC Bank is a young and dynamic bank, with a youthful and enthusiastic team determined to accomplish the vision of becoming a world-class Indian bank.
Our business philosophy is based on four core values – Customer Focus, Operational Excellence, Product Leadership and People. We believe that the ultimate identity and success of our bank will reside in the exceptional quality of our people and their extraordinary efforts. For this reason, we are committed to hiring, developing, motivating and retaining the best people in the industry.
 

This Job is posted in http://www.hdfcbank.com for more details visit  http://www.hdfcbank.com/aboutus/careers/default.htm

Job Description:

Position Classic On Phone Supervisor
Work Location Delhi
Date Posted Tuesday, November 04, 2008
Responsibilities

  • Team Management: Responsible for managing a team of Personal Bankers on Phone handling Classic customers.
  • To recruit and build a team of 10 to 12 Personal Bankers on Phone
  • Lead the team of PBs on phone – Train & retain the team. Should be able to supervise & stimulate exemplary performance from team members
  • To drive productivity of the team to required levels.
  • Portfolio Management: Leading the team to achieve the laid down Cross Sell targets
  • To meet the Customer Satisfaction Parameters and meet the defined service standards.
  • Ensure delivery of competent and consistent customer service, monitor service standards and analyze results.
  • To meet productivity measure in terms of various portfolio quality parameters like sales to portfolio, income product holding, customer to group ratios etc
  • Revenue generation through cross selling of the banks products.
  • MIS – To generate & share key MIS on leads, sales and other key parameters indicating performance levels of the team.

Requirements

  • Should have completed minimum 2 years of overall work experience (MBA not mandatory)
  • Sales/Customer Services/Call Centre experience will be preferable.
  • Target oriented
  • Excellent Interpersonal and Communication Skills (Verbal and written)

Classic on Phone is a unit which handles High Net Worth customers of the Bank. This unit is responsible for the entire life cycle management of these customers right from bringing them into the fold of Relationship Management, regular servicing/ resolution of queries and issues to cross sell of other bank products.
In the unit each relationship officer (referred to as Personal Banker ) manages a set of 350 customers. 6 such personal bankers report to a supervisor who inturn are managed by Floor Mangers. The Floor Managers report to the Unit Head

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