Job Title

COP-Supervisor

Business Unit

Virtual Relationship Banking

Reporting To

COP-Centre Head

Job Function and Role Type

Sales/Relationship Management, Supervisory

Version No

2.0

Job Purpose

Manage a team of 13-15 Personal Bankers handling virtual Classic portfolios. Drive income generation, cross-sell, digital penetration, and customer engagement while ensuring adherence to compliance and operational guidelines.

Key Responsibilities

Manage PB Performance for Income Generation

Drive team to achieve income and business targets.

Build customer relationships to generate portfolio revenue.

Monitor portfolio performance to meet monthly income goals.

Discuss performance metrics with Personal Bankers.

Manage PB Performance for Portfolio Parameters

Ensure portfolios meet defined health parameters.

Engage customers with cross-sell products.

Build liability balances and add family members to programs.

Follow up on leads with fulfillment teams.

Digital Penetration

Increase NetBanking and MobileBanking usage.

Promote digital services like Bill Pay.

Encourage digital activity to improve customer stickiness.

Sales Process

Ensure adherence to sales processes by Personal Bankers.

Supervise customer calls and ensure quarterly outreach.

Review customer profiles and provide actionable recommendations.

Guide team on non-contactable customers and follow-ups.

Service Quality & Customer Satisfaction

Monitor and provide feedback on customer calls.

Ensure service interactions and profiler details are updated.

Address escalations and handle customer queries.





Identify training gaps and communicate to relevant stakeholders.

Team Management

Engage and motivate the team through guidance and activities.

Control attrition and foster team cohesion.

Education:

Graduate.

Certifications:

None specified.

Key Competencies

Customer handling, sales and influencing, banking product knowledge, communication, team management.

Major Stakeholders

Customers, CoP Personal Bankers, Unit Head, Region Head, Channel Head, fulfillment teams, operations team, product teams, training and quality teams, IT team.

Skills

NA

About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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📌 COP-Supervisor (India)
🏢 HDFC Bank
📍 India