COP Supervisor

JobDescription

JobPurpose

Responsible for managinga team size of 13 15 Personal Bankers.
Drive the teamfor meeting the portfolio objectives for income/revenue generationcross sell digital product penetration sales processes call qualitythus leading to building effective relationship and engagement withthe managed customers.
Ensure adherence to Operationsprocess and meeting the Audit & Complianceguidelines.
Responsible for managing training andmotivating staff.

Manage PBPerformance for Income generation

Drive the team for the defined income and business targetsset.
Building effective relationship with the customersand managing the portfolios so as to generate the revenue/income inthe portfolio.
Drive and guide the team forrevenue/income generation. Monitor the revenue generatedregularly.
Monitor the performance of all the portfoliosunder management so as to meet the income targets set month onmonth.
Discuss the performance with the PB.

Manage PB Performance for PortfolioParameters

Ensure that eachPersonal Banker meets the defined parameters of the portfolio tokeep the portfolio healthy.
Every portfolio to have therequired set of groups so as to build relationship with thecustomers. Maintain the no of eligible groups in theportfolio.
By engaging with the customers with crosssell products
Work on the number of sales done in eachportfolio.
Ensure that each and every lead generated iscatered and followed up by the resp fulfillment team across thegeography
Build on the liability balances
Make the family members part of the program by addition ofgroups.

DigitalPenetration

Improve the digitalpenetration in the portfolios under management.
Increasethe penetration on NB/MB so as the groups under management aredigitally active.
Improve the stickiness of the customerby making the customers use bill pay facility of thebank.
Penetrate into other digital like Bill PayNetbanking/Mobile banking

SalesProcess

Ensure that the PBsfollowed the set sales process
Contacts Ensure that thePB calls the customers as per the calling plan and reaches out toall the customers at least once in a Quarter.
Dailytriggers triggered are contacted timely by the PBs and businessopportunities created.
Ensure the birthday calls aremade on time to customers to engage with the customers.
Analyze the reasons for non contactable customers and guide theteam.
Supervisory ReviewReview the customer transactionhistory profile interactions APT and give proper recommendations tothe PB for action in CRM next .Share feedback with the customerspost the reviews are done. Check if the guidance given is beingfollowed by the PBs.
ProfilersReview that the PB updatesthe information which is sought with the customers during theconversation made .

ServiceQuality & Customer Satisfaction

Barging of calls made by PBs daily followed by givingfeedback and review if the feedback has been implemented and thereis improvement.
Review the service interactions updatedby the PB. If the interactions have been completelycaptured.
Profilers details are updated timely by the PBand the same is used effectively by the PBs while interacting withthe customers.
Seek customer feedback to ascertainpossible improvement areas or strengths of the PB.
Aidthe PB in their problem areas like narrative preparation andimplementation objection handling product features pitchingetc.
Handle or address the queries of the PBs. Take overthe calls where ever required. Handle the callsescalated.
Identify training gaps for his team andcommunicate the same to the UH/ Training Manager
Handlesthe customers queries of the team members and customer escalationsreceived by following up and reverting to the customer

Team Management

Involve and keep the team engaged
Motivate the team by guiding and doing motivationalactivities
Control the attrition in theteam

classic on phone,virtual relationshipmanager,VRM,phone banking,phone banker,portfoliomanagement