Assistant Key Account Manager

6 days ago

Noida, India Tata AIA Life Insurance Full time

A Position Overview

Position Title

Assistant Key Account Manager – HDFC Asset Channel

Department

HDFC Relationship Channel

Level/ Band

AM

Grade

304

B Organizational Relationships

Reports To

Area Manager

Supervises

C Job Dimensions

Geographic Area Covered

HDFC Bank Relationship 

Stakeholders Internal

HDFC Bank Relationship Supervisors 

External

D Key Result Areas

Organization process

Key contributions

Frequency

Training 

Prepare training material for New Phone Bankers Certification/ Motivation of Phone bankers  Timely Completion of training  Coaching callers based on quality scores for improvement Training to improve sales

Daily / Monthly

Quality Evaluations

Ensure Quality Lead generation from the Phone Banker  Ensure regular monitoring of quality of calls and completion of monitoring within defined timelines Timely feedback to caller Collect customer feedback and review scripts regularly  Conducting Monthly certifications for the unit to assess product/process/ system. Analyze the training requirements bases the feedback shared.

Daily / Monthly 

MIS

Prepare the Quality MIS  Ensure the MIS is published to the relevant stakeholders on time.

Daily/ Weekly/ Monthly

Others 

Assist in preparation of process notes or system requirements Projects to improve overall lead quality

E Skills Required

Technical

Good Knowledge of MS Office / MS Excel 

Behavioral 

Essential

Desired

Interpersonal skills

Communication skills

Creative thinking skills

Supervising/Leadership skills

Teamwork Skills

Influencing skills

Relationship Building skills

Decision making skills

Advance Excel skills

F Incumbent Characteristics

Essential

Desired

Qualification

Graduation

Post-Graduation

Experience

At least 3-5 years of experience in call centre industry, in Quality / Training process.

Any industry

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