Team Manager - VRM HDFC Bank
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• Responsible for managing and driving a team of Virtual Relationship Managers (VRM) handling
guidelines and regulatory requirements are followed.
• Ensuring that customers get world-class services and their needs are understood and met through
financial products that the Bank has to offer.
• Consistently meet portfolio objectives defined Viz. sales, income, group product holding etc.
Audit & Compliance guidelines.
• Responsible for managing, training and motivating staff.
• All of the above parameters consistently met by the team of VRMs.
• Income generation through a right blend of enhancement of CASA balance and through cross sell of
So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all
their financial needs and services, thereby ensuring that the VRMs also achieves the key performance
Job Responsibilities(JR) : 6 – 8 Areas
Business Achievement and Development for VRM & Team
o Meet value target for Liability Balances of the customers
o Ensure quality of sourcing is maintained and depletion rates are controlled.
o Ensure that Salary credits reach or exceed the expect Salary Credit targets
• Also, Team Manager has to ensure seamless servicing of customers.
• VRMs are made aware of the Scorecard targets & Portfolio Benchmark.
• Ensure that there is cross sell to the customer on asset products as offered by the Bank.
• Income to be generated at a customer level.
• Ensure that cross sell targets on Third Party Products is met for the Unit
• Ensure Staff are trained on product knowledge and requisite certifications
• Engaging with bottom 20% performers and identifying ares of improvement and demonstrating the How.
• Review Daily Sales Report of the staff and provide guidance on ways to improve on the same
• Managing and monitoring performance of all the sales resources
o Productivity of Liability and Non Liability sales staff
• Attrition control of customers
o Includes persuading the customer to continue and if required renew FD’s
o Ensure that the marketing analytics list on possible attrite, is called and retained
• Ensure that there is no revenue leakage
Customer Service / Customer engagement
objectives for customer contacts.
needs. This is measured iva call evaluations and Sup
• Ensure VRMs make regular contact with customers for service as well as business updates.
o Monitor all complaints received and ensure that they are closed within TAT
o Improve customer communication on closures
o Check with customers if the process of complaint has been managed well
o Ensure no escalations happen
o Preventive complaint management
o Asking for feedback from customers, who are not complaining
o Discussing with staff the importance of getting feedback from customers on a regular basis
• Periodic review of customer base i.e. Contactibility,
• Monitoring implementation of Sales Process.
Business Generation / Sales Tracking
• Review leads generated by each VRM and ensure real time lead status availability.
• Tracking and highlighting possible customer issues on account of improper lead management.
Supervisory Reviews frequency to assess effectiveness of customer interactions by the VRM.
• Check profiling done by the VRM to ascertain effectiveness.
• Conduct internal checks on a regular basis & share a feedback with VRMs on time to time.
o Lead file maintained by VRMs
• Handling queries of VRMs on floor and provide resolution.
• Ensure timely responses to customers through call out/ e-mail as applicable.
• Handle 1st level escalations and ensure satisfactory resolution to the grievances.
• Ensure judicious utilization of financial and non- financial authority.
• Carry out periodic checks to ensure team adheres to Audit & Compliance guidelines.
• Ensure all laid down system and process are followed as stipulated by Audit and Senior Management
• Monthly / Periodic Verification of Auditable items.
• Review of CRM Interactions & Lead Quality
MIS - Reporting and Analysis :
• Ensure timely and accurate updates of all portfolio
• Ensure that all VRMs are adequately trained on the
Products of the bank and sales process
• Ensure that all VRMs are sent for class room training on a regular basis
• Ensure that nominated VRMs attend training sessions conducted by HR, without fail.
Educational Qualifications (examples
Key Skills(examples listed below)
• Planning and Organizing Skills
• Team Management / Interpersonal Skills
• Sales and Influencing Skills
• Awareness of Banking regulations
• Credit knowledge when required
• Ability to develop contacts in the local area
Experience Required (examples listed below)
Minimum experience in years – 3 yr.
Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted
with for discharging duties) (examples listed below)
• Sales Managers of respective products / location
• Direct Banking Team, Query CPU HNW team
• IT Department for system related
(HDFC Ergo, HDFC Life, One Assist, ABHI, TATA AIA, BSLI, BAGIC & Bharti Axa)"
• VRM central team, VRM, Unit Head, Region Head, Training and Quality team, Regional
Complaints Manager, Channel Head, Business Head
• Admin Team, HR Team, QIG Team, Complaints Team
• Dialer representatives, Insurance Sales Managers, Customers
• Infra Team, Post Office / Courier guys for deliverables related issues, Vendor Representatives /
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