The HDFC Bank Limited
4-5 years
Not Specified

Job Description

Job Description :
Sales Maintain Daily Sales Report Monitoring of CH 106 and CH 126 calling Ensure quality new acquisition on SA and CA for Resident/Non Residenta. Depletion control Penetration of Saving Accounts on non liability customers Ensure that all staff are aware of the benefits that a customer would enjoy if they do not opt for DNC registration Calling on Large Value Attrition: a. Customers who have attrited over a certain value (as defined by product) for both savings and current accounts to be called and reasons ascertainedb. To impress upon customers to make us the primary bankers and ensure that all funds are retained. A/c Closure: To talk to all clients who have approached to close their accounts and ensure that genuine customers a/cs are retained. Managing and monitoring performance of the sales resources (BDR/COEX/Asset Coordinator) for optimal sales support Penetration of FD to unique customers Responsible for penetration and activation of credit cardsa. Ensure that all sales staff pitch for enhancement of limitsb. Promote active usage of credit cards Sales of Third Party Products to the customersa. MF/Insurance/RBI Bondsb. Ensure that requisite certifications are done (AMFI) Sales of Asset Products Disseminating product information to the customer and staff Enhancing customer wallet a. Ensuring that customers make us their primary banki. Knowing about where all the customer is currently banking and moving him to our Bankii. Ensuring that customer scope is done and products targeted accordinglyiii. Sales to family members and associates (all network) Attrition control of customersa. Includes persuading the customer to continue and if required renew FDsb. Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attritec. Ensure that the marketing analytics list on possible attrite, is called and retainedManaging Classic Portfolio Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolioo By grouping them with their family members who already hold accounts with uso By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reachedo Ensure that within each customer group a minimum number of stipulated Income Generating products are sold Ensure that the Customer Group profitability is achievedo Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above Enhance Values within each of the customer groups Online updation of CRM at every stage of customer contact on the portfolioCustomer Services Lobby Managementa. Queue handling Branch Administration including house keeping, upkeep, etc Ensure quality customer service is delivereda. Manage irate customers if required or escalated Recording complaints as per the specified process Resolving all complaints received (self, branch, other units) within the stipulated TATsa. Monitor all complaints received and ensure that staff are closing it within the TATb. Improve customer communication on closuresc. Check with customers if the process of complaint has been managed well Preventive complaint managementa. Asking for feedback from customers, who are not complainingb. Discussing with staff the importance of getting feedback from customers on a regular basis Promoting all direct banking channels and ensuring that the customer is utilizing the samea. Check back on recent customers registered to DBC channel and give any specific help requiredb. Monitor PB, PB-WD are selling aiding customers and are actively selling DBC services Responsibility of opening the customer account within the TAT.Ensure that all PBs are dressed as per the dress code & grooming standards.Operations As vault custodian is responsible for all related process checks Joint custodian for sys-admin and setup within the brancha. Ensure that password sharing does not happen Checking of all account opening forms and authorizing the same before it being sent to CPUa. Monitor CPU TATsb. Ensure certification of documentation required for opening and maintaining customer accountsc. Exceptionsd. Check Dummy a/c monitoring Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc)a. Monitor and audit internally if this is being followed by all concerned sales staff Maintaining Tatkal kits as per laid down process Monitor lockers allocation and all other related operations Submission of daily e-schedule indicating the third party sales done Updation of LTS for the asset leads generateda. Monitor the same for all PBs Updation of weed-out database on the portal Authorise all PB transactions and ensure that proper process has been followed Check all finware reports and action the same (CH 123, CH 167, BA 001, CH 180, ST 044, ST 043, SM 108, etc) Monitoring branch stationery (other than security stationery) requirement and ensure that the same has been indented for. Ensure that Branch batch is closed within 3 hrs of closure of branch limit. Checking of deliverable tally register All death claims to be settled within 15 days of submission of all documents Interface Entries: To ensure that all interface entries are authorized within the TAT and no entry is left unauthorized. Instant Accounts: To ensure that all instant a/cs are activated within 48 hours of dispatchCorporate salary A/Cs to be sent to CPU only after thorough scrutiny of documents. To ensure that there are no discrepancy in these A/Cs so that there are no delay in activationMarketing Activities Ensure that the branch have banners, collaterals, pamphlets as per the merchandising manual Ensure that 5-S norms are adhered to for all workstation including selfStaff Management Ensure that all staff are adequately trained on the Products of the bank and sales process Ensure that all staff are trained on the process to be followed (including amendment with new circulars) Monitor Staff productivity and give guidance on improving the same in conjunction with the BM Ensure that all PBs are sent for class room training on a regular basisSkillsBanking Product KnowledgePlanning and Organizing SkillsTeam Management / Interpersonal SkillsSales and Influencing SkillsCommunication - Written and verbal bothKnowledge of CompetitionAwareness of Banking regulationsAwareness of TF & FX

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