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Job Title
Manager Analytics Support & PLP
Business Unit
Direct Banking Channel
Reporting To
Vertical Head Strategic Management & Planning, Resourcing, Channel Analytics & Service Management
Job Function and Role Type
Service & Sales - Analytics, Individual Contributor
Version No
1.0
Job Purpose
Ensure planning and analytics requirements for PhoneBanking Call Centers are met with accuracy and timeliness. Manage and improve team operational efficiency, productivity, and compliance with laid-down processes.
Key Responsibilities
Planning & Analytics
Lead planning and analytics initiatives across PhoneBanking.
Track MIS team activities for efficiency and productivity.
Dispatch accurate, high-quality reports within agreed TATs.
Support units with qualitative analysis for service, sales, and compliance.
Daily Operational Efficiency/Team Management
Allocate activities efficiently based on shifts and staff.
Track performance and time management for productivity.
Conduct periodic performance reviews, meetings, and training.
Build team bandwidth and ensure minimal attrition.
Continuous Improvement in Analytics
Revamp and restructure MIS reports periodically.
Automate processes and workflows for MIS.
Incorporate process and product changes into reporting.
Ensure optimal data storage and retrieval for reporting.
Projects & Initiatives
Support and drive channel projects for efficiency and productivity.
Develop analytical capabilities and handle critical projects.
Gain in-depth knowledge of business processes and workflows.
PLP & Additional Responsibility
Prepare and submit monthly shift and late sitting allowances.
Ensure accurate preparation of performance-linked payouts.
Adhere to SOX guidelines and maintain related data.
Administrative, Compliance & Personal Efficiency
Follow system and process guidelines as per audit and management.
Ensure staff discipline and adherence to bank policies.
Plan leaves and backups effectively.
Staff Management
Train staff on software, products, and processes.
Monitor productivity and provide improvement guidance.
Encourage timely completion of work and training attendance.
Education:
Minimum graduation required.
Certifications:
None specified.
Key Competencies
Team management, planning and organizing, communication, analytical skills, knowledge of banking products and processes.
Major Stakeholders
PhoneBanking Units, Central Team, ADFC HR, Sales Channel Partners, Product Representatives, Admin Representatives, IT Department.
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 0 - 7 Years years of relevant experience expected for this role.
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a VC-Service RM-EMT and SMO at HDFC Bank.
This role requires around 0 - 7 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
You can apply directly using the Apply Now button on this page, which will take you to HDFC Bank's application process for this role.