COP-Supervisor
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.
Skills
Refer to the Job Description
About HDFC Bank
HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch
