Job Title
COP-Supervisor
Business Unit
Virtual Relationship Banking
Reporting To
COP-Centre Head
Job Function and Role Type
Sales/Relationship Management, Supervisory
Version No
2.0
Job Purpose
Manage a team of 13-15 Personal Bankers handling virtual Classic portfolios. Drive income generation, cross-sell, digital penetration, and customer engagement while ensuring adherence to compliance and operational guidelines.
Key Responsibilities
Manage PB Performance for Income Generation
Drive team to achieve income and business targets.
Build customer relationships to generate portfolio revenue.
Monitor portfolio performance to meet monthly income goals.
Discuss performance metrics with Personal Bankers.
Manage PB Performance for Portfolio Parameters
Ensure portfolios meet defined health parameters.
Engage customers with cross-sell products.
Build liability balances and add family members to programs.
Follow up on leads with fulfillment teams.
Digital Penetration
Increase NetBanking and MobileBanking usage.
Promote digital services like Bill Pay.
Encourage digital activity to improve customer stickiness.
Sales Process
Ensure adherence to sales processes by Personal Bankers.
Supervise customer calls and ensure quarterly outreach.
Review customer profiles and provide actionable recommendations.
Guide team on non-contactable customers and follow-ups.
Service Quality & Customer Satisfaction
Monitor and provide feedback on customer calls.
Ensure service interactions and profiler details are updated.
Address escalations and handle customer queries.
Identify training gaps and communicate to relevant stakeholders.
Team Management
Engage and motivate the team through guidance and activities.
Control attrition and foster team cohesion.
Education:
Graduate.
Certifications:
None specified.
Key Competencies
Customer handling, sales and influencing, banking product knowledge, communication, team management.
Major Stakeholders
Customers, CoP Personal Bankers, Unit Head, Region Head, Channel Head, fulfillment teams, operations team, product teams, training and quality teams, IT team.
