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Classic on Phone COP Supervisor

1 month ago

Hyderabad, India Riverforest Connections Private Limited Full time

JobDescription

JobPurpose

Responsible for managing a team size of 13 15Personal Bankers.
Drive the team for meeting theportfolio objectives for income/revenue generation cross selldigital product penetration sales processes call quality thusleading to building effective relationship and engagement with themanaged customers.
Ensure adherence to Operationsprocess and meeting the Audit & Complianceguidelines.
Responsible for managing training andmotivating staff.

Manage PB Performance for Incomegeneration

Drive the team for the defined income andbusiness targets set.
Building effective relationshipwith the customers and managing the portfolios so as to generatethe revenue/income in the portfolio.
Drive and guide theteam for revenue/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 thePB.

Manage PB Performance forPortfolio Parameters

Ensure that each Personal Banker meets thedefined parameters of the portfolio to keep the portfoliohealthy.
Every portfolio to have the required set ofgroups so as to build relationship with the customers. Maintain theno of eligible groups in the portfolio.
By engaging withthe customers with cross sell products
Work on thenumber of sales done in each portfolio.
Ensure that eachand every lead generated is catered and followed up by the respfulfillment team across the geography
Build on theliability balances
Make the family members part of theprogram by addition of groups.

DigitalPenetration

Improve the digital penetration in theportfolios under management.
Increase the penetration onNB/MB so as the groups under management are digitallyactive.
Improve the stickiness of the customer by makingthe customers use bill pay facility of the bank.
Penetrate into other digital like Bill Pay Netbanking/Mobilebanking

SalesProcess

Ensure that the PBs followed the set salesprocess
Contacts Ensure that the PB calls the customersas per the calling plan and reaches out to all the customers atleast once in a Quarter.
Daily triggers triggered arecontacted timely by the PBs and business opportunitiescreated.
Ensure the birthday calls are made on time tocustomers to engage with the customers.
Analyze thereasons 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 .

Service Quality & CustomerSatisfaction

Barging of calls made by PBs daily followed bygiving feedback and review if the feedback has been implemented andthere is improvement.
Review the service interactionsupdated by 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 thecustomer

TeamManagement


Involve and keep the teamengaged
Motivate the team by guiding and doingmotivational activities
Control the attrition in theteam

personalbanker,phone banking,team hanlding,classic on phone,COP,portfoliomanagement

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