Role 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 Current 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