Job Title

Manager Analytics Support & PLP

Business Unit

Direct Banking Channel

Reporting To

Vertical Head Strategic Management & Planning, Resourcing, Channel Analytics & Service Management

Job Function and Role Type

Service & Sales - Analytics, Individual Contributor

Version No

1.0

Job Purpose

Ensure planning and analytics requirements for PhoneBanking Call Centers are met with accuracy and timeliness. Manage and improve team operational efficiency, productivity, and compliance with laid-down processes.

Key Responsibilities

Planning & Analytics

Lead planning and analytics initiatives across PhoneBanking.

Track MIS team activities for efficiency and productivity.

Dispatch accurate, high-quality reports within agreed TATs.

Support units with qualitative analysis for service, sales, and compliance.

Daily Operational Efficiency/Team Management

Allocate activities efficiently based on shifts and staff.

Track performance and time management for productivity.

Conduct periodic performance reviews, meetings, and training.

Build team bandwidth and ensure minimal attrition.

Continuous Improvement in Analytics

Revamp and restructure MIS reports periodically.

Automate processes and workflows for MIS.

Incorporate process and product changes into reporting.

Ensure optimal data storage and retrieval for reporting.

Projects & Initiatives

Support and drive channel projects for efficiency and productivity.

Develop analytical capabilities and handle critical projects.

Gain in-depth knowledge of business processes and workflows.

PLP & Additional Responsibility

Prepare and submit monthly shift and late sitting allowances.

Ensure accurate preparation of performance-linked payouts.

Adhere to SOX guidelines and maintain related data.

Administrative,



Compliance & Personal Efficiency

Follow system and process guidelines as per audit and management.

Ensure staff discipline and adherence to bank policies.

Plan leaves and backups effectively.

Staff Management

Train staff on software, products, and processes.

Monitor productivity and provide improvement guidance.

Encourage timely completion of work and training attendance.

Education:

Minimum graduation required.

Certifications:

None specified.

Key Competencies

Team management, planning and organizing, communication, analytical skills, knowledge of banking products and processes.

Major Stakeholders

PhoneBanking Units, Central Team, ADFC HR, Sales Channel Partners, Product Representatives, Admin Representatives, IT Department.

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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📌 Manager-Analytics Support & PLP (India)
🏢 HDFC Bank
📍 India