Job Title

Virtual-COP Relationship Manager

Business Unit

Classic on Phone (CoP)

Reporting To

Classic on Phone Team Manager

Job Function and Role Type

Relationship & Sales, Individual Role

Version No

1.0

Job Purpose

Engage regularly with customers as per the contact policy to provide a consistent and superior digital experience. Ensure customer needs are met through financial products while promoting digital banking and achieving scorecard targets.

Key Responsibilities

Customer Engagement

Engage with portfolio customers as per contact policy.

Resolve customer queries accurately and promote digital banking.

Profile customers to cross-sell bank products.

Control customer attrition and deepen relationships.

Achievement of Portfolio Parameters

Meet portfolio objectives and cross-sell products.

Drive sales across product segments like TPP, Assets, and Cards.

Track triggers to prevent fund outflows.

Generate income at the customer level.

Interaction Quality

Achieve defined quality benchmarks.

Capture call interactions accurately to aid relationship management.

Audit and Service Quality

Follow all systems and processes as per audit guidelines.

Submit financial transactions and requests accurately and on time.

Update customer interactions in CRM systems.

MIS - Reporting

Submit customer base reviews and reports as requested.

Education:

Graduate.

Certifications:

Basic Banking,



Communication.

Key Competencies

Customer engagement, Sales acumen, Digital banking promotion, Relationship management, Compliance adherence.

Major Stakeholders

Customers, Classic on Phone Head, Unit Head, Region Head, Sales Managers.

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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📌 Virtual-COP RM (Chandigarh)
🏢 HDFC Bank
📍 Chandigarh