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 Recent 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

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