Role Description 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.

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