Bank Jobs : HDFC Bank Ltd
Designation: Phone Banking-Training Manager
Job Description:
Responsibilities
Background
* PhoneBanking is a low cost, Direct banking Channel providing uniform and consistently high standards of service delivery across the units.
* The scope of the channel covers servicing of all Retail Liability & Assets' (EMI based loans) customers....and cross-selling of all Asset products, Credit Cards, Gold Debit Cards and Fixed Deposits
* The Sales Manager need to ensure that the leads generated in the unit is converted within the committed time frame
Job Roles and Responsibilities
* Plan and conduct training for the new PhoneBankers and refreshers for the existing PhoneBankers
* Create training modules and implement the same as per process.
* Conduct training for the Supervisors on Products and Processes as well as generate reports.
* Monitor the quality of service, and use inputs for training the PhoneBankers
* Ensure that the laid down service standards are maintained by the PhoneBankers and Supervisors while attending to calls.
* Take feedback from the customers on the service given by the unit
* Plan and implement call barging and feedback program for all new/existing PhoneBankers
* Submit a monthly report on the call quality of the unit under various defined parameters
* Should have knowledge of Branch and Operations functions, as well as knowledge of products and systems, including Third Party Products
Background
* PhoneBanking is a low cost, Direct banking Channel providing uniform and consistently high standards of service delivery across the units.
* The scope of the channel covers servicing of all Retail Liability & Assets' (EMI based loans) customers....and cross-selling of all Asset products, Credit Cards, Gold Debit Cards and Fixed Deposits
* The Sales Manager need to ensure that the leads generated in the unit is converted within the committed time frame
Job Roles and Responsibilities
* Plan and conduct training for the new PhoneBankers and refreshers for the existing PhoneBankers
* Create training modules and implement the same as per process.
* Conduct training for the Supervisors on Products and Processes as well as generate reports.
* Monitor the quality of service, and use inputs for training the PhoneBankers
* Ensure that the laid down service standards are maintained by the PhoneBankers and Supervisors while attending to calls.
* Take feedback from the customers on the service given by the unit
* Plan and implement call barging and feedback program for all new/existing PhoneBankers
* Submit a monthly report on the call quality of the unit under various defined parameters
* Should have knowledge of Branch and Operations functions, as well as knowledge of products and systems, including Third Party Products
Company Profile:
HDFC Bank Ltd was promoted in the year 1994 by the premier housing finance company of the country, HDFC Ltd. The Bank commenced operations as a Scheduled Commercial Bank in January 1995. Today the Bank has a nationwide network of over 2000 branches and 5624 ATMs spread over 996 towns and cities across India The Banks American Depository Shares (ADS) are listed on the New York Stock Exchange (NYSE) and the Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange. The Bank has been bestowed with numerous awards and accolades from top national and international agencies & magazines. HDFC Bank comprises of a dynamic and enthusiastic team determined to accomplish the vision of becoming a World-class Indian bank. Our business philosophy is based on our four core values - Customer Focus, Operational Excellence, Product Leadership and People. We believe that the ultimate identity and success of our bank will reside in the exceptional quality of our people and their extraordinary efforts. We are committed to hiring, developing, motivating and retaining the best people in the industry The Bank’s objective is to build sound business franchises across distinct businesses so as to be a preferred provider of banking services for target retail and wholesale customer segments. We are committed to healthy growth in profitability while ensuring the highest levels of ethical standards, professional integrity, corporate governance and regulatory compliance.
Desired Profile:
Requirements
Required Profile
Should have completed 1 year in the current job role with minimum 3 years of overall work experience (MBA not mandatory)
Should possess Presentation skills
Excellent interpersonal and communication skills.
Should be self driven and focused on maintaining Quality in the unit
Should possess strong People Management Skills.
Should possess Relationship Management as well as Training Skills
Aggressive & Ability to work under pressure
Experience: 3 - 5 Years
Functional Area: Banking, Insurance
Education:
UG - Any Graduate
PG - Any PG Course,MBA/PGDM
Location: Delhi
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