RiverForest Connections Pvt Ltd Looking for Classic on Phone (COP) Supervisor Full Time

Job Purpose

• Responsible for managing a team size of 13 – 15 Personal Bankers.
• Drive the team for meeting the portfolio objectives for income/revenue generation, cross sell, digital product penetration, sales processes, call quality thus leading to building effective relationship and engagement with the managed customers.
• Ensure adherence to Operations process and meeting the Audit & Compliance guidelines.
• Responsible for managing, training and motivating staff.

Manage PB Performance for Income generation

• Drive the team for the defined income and business targets set.
• Building effective relationship with the customers and managing the portfolios so as to generate the revenue/income in the portfolio.
• Drive and guide the team for revenue/income generation. Monitor the revenue generated regularly.
• Monitor the performance of all the portfolios under management so as to meet the income targets set month on month.
• Discuss the performance with the PB.

Manage PB Performance for Portfolio Parameters

• Ensure that each Personal Banker meets the defined parameters of the portfolio to keep the portfolio healthy.
• Every portfolio to have the required set of groups so as to build relationship with the customers. Maintain the no of eligible groups in the portfolio.
• By engaging with the customers with cross sell products
• Work on the number of sales done in each portfolio.
• Ensure that each and every lead generated is catered and followed up by the resp fulfillment team, across the geography
• Build on the liability balances
• Make the family members, part of the program by addition of groups.

Digital Penetration

• Improve the digital penetration in the portfolios under management.
• Increase the penetration on NB/MB so as the groups under management are digitally active.
• Improve the stickiness of the customer by making the customers use bill pay facility of the bank.
• Penetrate into other digital like Bill Pay, Netbanking/Mobile banking

Sales Process

• Ensure that the PBs followed the set sales process
• Contacts- Ensure that the PB calls the customers as per the calling plan and reaches out to all the customers at least once in a Quarter.
• Daily triggers triggered are contacted timely by the PBs and business opportunities created.
• Ensure the birthday calls are made on time to customers to engage with the customers.
• Analyze the reasons for non contactable customers and guide the team.
• Supervisory Review-Review the customer transaction history, profile, interactions, APT and give proper recommendations to the PB for action in CRM next .Share feedback with the customers post the reviews are done. Check if the guidance given is being followed by the PBs.
• Profilers-Review that the PB updates the information which is sought with the customers during the conversation made .

Service Quality & Customer Satisfaction

• Barging of calls made by PBs daily followed by giving feedback and review if the feedback has been implemented and there is improvement.
• Review the service interactions updated by the PB. If the interactions have been completely captured.
• Profilers details are updated timely by the PB, and the same is used effectively by the PBs while interacting with the customers.
• Seek customer feedback to ascertain possible improvement areas or strengths of the PB.
• Aid the PB in their problem areas like narrative preparation and implementation, objection handling, product features, pitching etc.
• Handle or address the queries of the PBs. Take over the calls where ever required. Handle the calls escalated.
• Identify training gaps for his team and communicate the same to the UH/ Training Manager
• Handles the customers queries of the team members and customer escalations received by following up and reverting to the customer

Team Management

• Involve and keep the team engaged
• Motivate the team by guiding and doing motivational activities
• Control the attrition in the team