HDFC Bank - Sales Manager - Retention & Win Back

Job Name - PA (Business Unit) : Sales Manager - TASU Payment Business

Job Title : (Job Name) - Sales Manager - Retention & Win back

Business Unit (PA) : TASU - Payment Business

Team : (Sub team in the PA) -TASU

Reports to (job) : Area Head / Regional Head-Retention Win back

Location of role : PAN INDIA

Job Fn : Sales

Role Type : Supervisor

Travel Required: Light

Job Purpose :

- Sales Manager Retention & Win-back, manages all customer retention activities .Takes initiatives in customer satisfaction via process improvement & efficient communication & complaints resolution. Responsible to lead a team on retention Sales executives or Tele callers.

- Also responsible to have customers being serviced activated on card & enhance the card spends. Manages team of TSEs who reach out to carded customers, determines their need & X Sell activation & Term products increase spends thereby having a positive impact on the ENR. To manage recruiting, objective setting, coaching & monitor Performance.

Job Responsibilities(JR) :

- Handle a team of Telesales Executives ( TSs), Field Sales Executives (FSE- s) if reqd.

- Provide On job training to new joinees & maintain low iteration levels

- Should possess zeal to drive numbers aggressively

- Must ensure Fincon targets are met across all various Service related aspects like Retention, block Management & Portfolio initiatives. This includes activation & card spends as well. Apart from the former products like TERM (INSTA, JUMBO & Smart EMI), Smart Pay, RTO, LE & Upgrade, Forex, TPP ( ONE Assists & GHI ) is to be focussed as it enhances customers relationship with the organsiation.

- TSE to achieve/met their daily productivity benchmarks which needs to be monitored.- Ensure all KO benchmarks are adhered & met.

- Incumbent needs to ensure that the product mix is driven along with the requisite productivity per resource so that COA are well under control, eventually, making the channel highly profitable.

- Ensure teams earn PLP & focus on average PLP earning of the team.

- Resolving customer complaints received from complaints team with appropriate closures

- Doing call barging/sampling & improving pitch for callers to gauge there is no mis selling.

- Engage in sharing feedbacks at regular intervals to TSE's

- Iteration level to be kept in checked

- Should have end to end process & product knowledge

- Monitoring logger related activities and keeping things under control

Actionable :

- Responsible to hire TSEs through HR.

- Responsible to train the TSEs & help to acquire selling skills

- Teams to be driven on Sales Targets, achieve Goal sheets, daily, weekly & monthly target achievements

- Ensure teams are explained on the targets and driven on daily, weekly, monthly targets

- Regular review to be conducted to ensure targets are achieved.

- Ensure all TSEs are educated on PLP earning.

- Help TSEs to achieve set target & meet their required productivity.

- Product mix has to be chosen in such a way to have reduced cost of acquisition & make the channel profitable.

- Complaints to be handled & addressed on time.

- Ensure there is no Miscommunication or mishandling of customer information.

- Incumbent to have eye on Quality & ensure team is driven on this perspective

- Call barging & calls to customers to happen regularly.

- Ensure no miscommunication or missell is happening at the TSE level.

- Have close monitoring of TSE Onboarding Exercise completion

- SMs to have eye on Quality & ensure logger information is maintained.

- Ensure level check confirmation is taken correctly & is closely being monitored

Educational Qualifications : Bachelor/Master Degree with MBA preferable

Key Skills :

- Should possess Sales Skills

- Ability to attain targets and ability to work under pressure

- Good product and process knowledge

- Coaching and mentoring

- Team Management Skills

- Proactive & Self - motivated

Experience Required : Minimum experience of 2 - 3 years in Sales / Products / Operations

Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)

- Customers

- Operations

- Insurance CAM

- HR

- Admin

- PBCU/ Central team

- Product

- Infra