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.

Required Skills

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