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Job Description
Role description
Document
Document
APosition Overview
Position Title
Assistant Key Account Manager
Department
HDFC Bank – Tele Vertical
Level/ Band
Sr. Executive/AM
B Organizational Relationships
Reports To
Area MAnager
Supervises
C Job Dimensions
Geographic Area Covered
HDFC Bank Tele Floor
Stakeholders Internal
HDFC Bank Tele Supervisors / Phone Bankers
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
