Prime Supervisor

7 days ago

Bengaluru, India Riverforest Connections Full time

Responsible for managing a team of 6 to 15 Personal Bankers in order to ensure that the portfolio objectives like cross-sell, income, quality parameters and regular service interactions etc are met and the Prime customers are serviced properly.
- **Manage PB performance**:
**Detailed Responsibilities**:

- Ensure that each Personal Banker meets the defined objectives of the Prime Portfolio
- **End Objective**:

- ELIGIBILITY: Atleast 85% of the groups should be eligible for the Prime program in any given month
- STP: To meet the team Sales target with atleast 5 PBs meeting their individual portfolio vintage based STP target
- GPH: Each PB needs to upgrade 2 GPH for a minimum of 6 groups every month
- CTG: Each PB needs to upgrade a minimum of 5 groups to meet CTG benchmark every month
- INCOME: Supervisor has to achieve the team monthly income target with at least 80% PBs achieving their individual income targets
- **Sales Process**:
**Detailed Responsibilities**:

- 1. Contactibility
- Ensure the PB calls the customers as per the calling plan Distribute the daily triggers for calling Ensure the birthday calls are made in time to customers daily Check and monitor the call attempts versus the proper connects and analyse the reason for non-contactable customers
- 2. Supervisory Review Review the customer transaction history,Review the customer transaction history, profile, interactions, APT and give recommendations to the PB for action.
- End Objective:

- 1. To ensure that 100% of the groups in every portfolios are attempted for contacts and 85% of the groups are contacted.
- 2. Every group under the Supervisors management is reviewed once in every 4 months.
- **Sales Tracking**:
**Detailed Responsibilities**:

- Review of the leads sheet for each PB and ensuring the latest lead status is always updated Coordinating with the Sales Manager to get the latest feedback from the sales executives Tracking and highlighting possible customer issues due to improper lead management
- End Objective:

- Ensure, the PB are actively tracking their leads in order to ensure the customer is met and the lead closed in a timely fashion
- **Service Quality & Customer Satisfaction Detailed Responsibilities**:

- Daily barging of calls made by PBs Review of the call logs/ remarks maintained by the PBs and give directional inputs for the subsequent calls Conduct Voice of customer (VOC) surveys to ascertain possible improvement areas or strengths of the PB
- End Objective: Ensure, the Personal Banker is engaging with all his customers regularly and in a proper manner by monitoring the PBs calls, review of CRM Next interactions and VOC calls
- **Training & Refreshers Detailed Responsibilties**:

- Aid the PB in their problem areas like objection handling, product features, pitching etc Identify training gaps for his team and communicate the same to the UH/ Training Manager every month
- End Objective: Ensure, the PB is up to date with product knowledge, in order to guide and service the customer properly
- **MIS - Reporting and Analysis Detailed Responsibilities**:

- Ensure the PB maintains & Updates the CRA Mars for each group Maintain a track of PB performance w.r.t leads, conversions, income, achievement of portfolio parameters etc
- End Objectives: To effectively utilise MIS to draw trends for each PB, in order to have continuous improvement across all parameters and for reporting to UH/ Central team.
- **Skills Required**:
Cross Selling;Team handling;Personal Bankers

**Location**

Bangalore/Bengaluru

**Years Of Experience**

3 to 8 Years

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