Associate Regional Head Virtual Channel
Associate Regional Head Virtual Channel
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Job Description
To lead and manage the Virtual Channel operations for the assigned region under the HDFC Bank partnership. The role focuses on driving business through Virtual Relationship Managers (VRMs) ensuring achievement of sales targets across insurance and financial products enhancing digital customer engagement and ensuring strong process compliance in line with HDFC Bank and organizational guidelines.
Key Responsibilities: 1. Business Development & Revenue Growth-
Drive business targets across Life Insurance Health Insurance and Investment products via the virtual channel.
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Ensure achievement of monthly quarterly and annual sales goals from the HDFC Bank customer base.
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Optimize lead management customer conversion and cross-sell/up-sell opportunities through VRMs.
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Act as a key liaison between the organization and HDFC Banks regional leadership.
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Collaborate with HDFC Bank branch leadership cluster heads and central teams to ensure alignment on sales objectives and campaigns.
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Ensure service SLAs lead sharing mechanisms and customer experience standards are upheld.
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Lead coach and develop Virtual Team Leaders and VRMs for optimal performance.
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Drive team productivity through structured training call quality feedback and real-time performance reviews.
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Create a strong team culture with focus on target achievement compliance and customer-centricity.
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Ensure high-quality virtual interactions through call monitoring CRM reviews and customer feedback.
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Promote digital tools and self-service options for customers wherever possible.
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Monitor and improve NPS and first-call resolution metrics.
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Ensure adherence to both HDFC Bank and internal compliance norms.
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Monitor call quality mis-selling risks and process deviations taking corrective actions as required.
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Lead internal audits and risk reviews for the virtual channel in the region.
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Maintain and present performance dashboards to senior leadership.
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Use analytics and CRM data to identify business trends gaps and growth areas.
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Share weekly and monthly reports with internal and HDFC Bank stakeholders.
Employment Type
Full-time
