Assistant Key Account Manager - Virtual Bancassurance HDFC

Position Title

Assistant Key Account Manager – HDFC Asset Channel

Department

HDFC Relationship Channel

Level/ Band

AM

Grade

304

Reports To                                                  

Area Manager

Supervises

Geographic Area Covered

HDFC Bank Relationship 

Stakeholders                                           Internal

HDFC Bank Relationship Supervisors 

                                                             External

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

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

Essential

Desired

Qualification

Graduation

Post-Graduation

Experience

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

Any industry