HDFC Bank - Team Leader - Virtual Relationship Manager - Phone Banking

- Responsible for managing a team of 8 Virtual Relationship Managers in order to ensure that the portfolio objectives like sales, income, regular service interactions etc are met and customers are serviced properly.

- To ensure that each VRM meets the defined objectives of the Portfolios raced under VRM program.

- Daily monitoring of call flow and volumes for the team.

- Ensure, the VRM is engaging with all his customers regularly and in a proper manner by monitoring the VRMs calls and VOC calls.

- Conduct sup reviews to increase teams productivity.

- Review of the leads sheet for each VRM and ensuring the latest lead status is updated

- Aid the VRM in their problem areas like objection handling, product features, pitching

- Maintain a track of VRM performance w.r.t leads, conversions, income, achievement of portfolio parameters etc

- Conduct daily huddles and team meet to ensure job expectations and productivity is maintained.

- Coordinating with the Sales Manager to get the latest feedback from the sales executives

- Tracking and highlighting possible customer issues due to improper lead management

- Identify training gaps for his team and communicate the same to the UH/ Training Manager every month