COP-Supervisor

Hdfc Bank; Delhi; In loco; INR 900.000 - 1.300.000; Tempo pieno

Descrizione del lavoro

Hdfc Bank seeks a COP-Supervisor in Virtual Relationship Banking to lead a team of 13-15 Personal Bankers, driving income, cross-selling, and digital adoption while ensuring compliance. You will supervise performance, nurture relationships, and guide digital penetration across NetBanking and MobileBanking.

The role emphasizes adherence to sales processes, customer engagement, and service quality, with a focus on portfolio health and revenue targets.

Competenze

• Graduate with relevant banking education or experience.
• Experience in sales/relationship banking preferred.
• Knowledge of digital banking services is beneficial.

Mansioni

• Drive income generation and cross-sell; achieve targets.
• Monitor portfolio health and revenue goals monthly.
• Build and nurture customer relationships for portfolio growth.
• Discuss performance metrics with Personal Bankers and provide guidance.
• Promote digital banking usage (NetBanking/MobileBanking).
• Ensure adherence to sales processes and service quality.
• Engage customers with cross-sell products and loyalty programs.
• Follow up on leads with fulfillment teams and stakeholders.

Conoscenze

Customer handling

Sales & influencing

Banking product knowledge

Communication

Team management

Relationship management

Formazione

Graduate

Descrizione del lavoro

Job Title

COP-Supervisor

Business Unit

Virtual Relationship Banking

Reporting To

COP-Centre Head

Job Function and Role Type

Sales/Relationship Management, Supervisory

Version No

2.0

Job Purpose

Manage a team of 13-15 Personal Bankers handling virtual Classic portfolios. Drive income generation, cross-sell, digital penetration, and customer engagement while ensuring adherence to compliance and operational guidelines.

Key Responsibilities

Manage PB Performance for Income Generation

Drive team to achieve income and business targets.

Build customer relationships to generate portfolio revenue.

Monitor portfolio performance to meet monthly income goals.

Discuss performance metrics with Personal Bankers.

Manage PB Performance for Portfolio Parameters

Ensure portfolios meet defined health parameters.

Engage customers with cross-sell products.

Build liability balances and add family members to programs.

Follow up on leads with fulfillment teams.

Digital Penetration

Increase NetBanking and MobileBanking usage.

Promote digital services like Bill Pay.

Encourage digital activity to improve customer stickiness.

Sales Process

Ensure adherence to sales processes by Personal Bankers.

Supervise customer calls and ensure quarterly outreach.

Review customer profiles and provide actionable recommendations.

Guide team on non-contactable customers and follow-ups.

Service Quality & Customer Satisfaction

Monitor and provide feedback on customer calls.

Ensure service interactions and profiler details are updated.

Address escalations and handle customer queries.

Identify training gaps and communicate to relevant stakeholders.

Team Management

Engage and motivate the team through guidance and activities.

Control attrition and foster team cohesion.

Education:

Graduate.

Certifications:

None specified.

Key Competencies

Customer handling, sales and influencing, banking product knowledge, communication, team management.

Major Stakeholders

Customers, CoP Personal Bankers, Unit Head, Region Head, Channel Head, fulfillment teams, operations team, product teams, training and quality teams, IT team.

Required Skills

Refer to the Job Description