Assistant Key Account Manager - Virtual Bancassurance HDFC
Job Description
A Position Overview
\nPosition Title
\nAssistant Key Account Manager – HDFC Asset Channel
\nDepartment
\nHDFC Relationship Channel
\nLevel/ Band
\nAM
\nGrade
\n304
\nB Organizational Relationships
\nReports To
\nArea Manager
\nSupervises
\nC Job Dimensions
\nGeographic Area Covered
\nHDFC Bank Relationship
\nStakeholders Internal
\nHDFC Bank Relationship Supervisors
\nExternal
\nD Key Result Areas
\nOrganization process
\nKey contributions
\nFrequency
\nTraining
\n- Prepare training material for New Phone Bankers \n
- Certification/ Motivation of Phone bankers \n
- Timely Completion of training \n
- Coaching callers based on quality scores for improvement \n
- Training to improve sales \n
- Ensure Quality Lead generation from the Phone Banker \n
- Ensure regular monitoring of quality of calls and completion of monitoring within defined timelines \n
- Timely feedback to caller \n
- Collect customer feedback and review scripts regularly \n
- Conducting Monthly certifications for the unit to assess product/process/ system. \n
- Analyze the training requirements bases the feedback shared. \n
- Prepare the Quality MIS \n
- Ensure the MIS is published to the relevant stakeholders on time. \n
- Assist in preparation of process notes or system requirements \n
- Projects to improve overall lead quality \n
- Good Knowledge of MS Office / MS Excel \n
Daily / Monthly
\nQuality Evaluations
\nDaily / Monthly
\nMIS
\nDaily/ Weekly/ Monthly
\nOthers
\nE Skills Required
\nTechnical
\nBehavioral
\nEssential
\nDesired
\nInterpersonal skills
\nCommunication skills
\nCreative thinking skills
\nSupervising/Leadership skills
\nTeamwork Skills
\nInfluencing skills
\nRelationship Building skills
\nDecision making skills
\nAdvance Excel skills
\nF Incumbent Characteristics
\nEssential
\nDesired
\nQualification
\nGraduation
\nPost-Graduation
\nExperience
\nAt least 3-5 years of experience in call centre industry, in Quality / Training process.
\nAny industry
