Job Description

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