COP-Supervisor

HDFC Bank; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

HDFC Bank is looking for a COP-Supervisor to lead a team of Personal Bankers in Virtual Relationship Banking. The role focuses on driving income, cross-selling banking products, enhancing digital penetration, and ensuring compliant operations.

You will supervise 13-15 PBs, manage portfolio health, and coordinate with fulfillment and product teams to achieve monthly targets while maintaining high customer satisfaction.

Qualifications

• Graduate with background in sales/relationship management.
• Experience managing a team of Personal Bankers.
• Strong banking product knowledge and customer engagement.
• Ability to drive income generation and cross-sell.
• Awareness of compliance and operational guidelines.

Responsibilities

• Manage PB performance for income generation and build portfolio revenue.
• Monitor portfolio health and cross-sell products.
• Promote digital services to increase usage of NetBanking/MobileBanking.
• Supervise PBs on sales processes and quarterly outreach.
• Provide feedback on calls, update profiler details, and handle escalations.
• Lead and motivate the team; control attrition and foster cohesion.

Skills

Customer handling

Sales and influencing

Banking product knowledge

Communication

Team management

Education

Graduate

Job description

Job Function and Role Type

Sales/Relationship Management, Supervisory

Role Description

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.