Service Delivery Officer

Service Delivery Officer Role Category Category Weightage Parameters Parameter Weight % Metro Urban SU Rural Service Delivery Officer Quantitative Parameters 35% MoM - Generate 25 leads (LG level) across various products (SA, MF, MF SIP, Insurance, Gold Loan, FD, RD, Locker) 15% NA NA NA NA Service Delivery Officer Quantitative Parameters Mapped Book: 3% MoM TRV Growth of Mapped Book 20% Service Delivery Officer Customer Engagement 20% Welcome calling and onboarding of Customers (100% of NTB A/cs of all accounts of the Branch) 10% NA NA NA NA Service Delivery Officer Customer Engagement Branch Customer Base: Conduct customer events in Branches (min 2 per Month) 10% NA NA NA NA Service Delivery Officer Portfolio Management 35% Branch Customer Base: Improve digital adoption of Customers of the branch (1% MoM Increment in MB/IB adoption) 15% NA NA NA NA Service Delivery Officer Portfolio Management Branch Elite Customer Base: Touch base (Telephonically) with entire Elite Customer base of the Branch once in a Qtr and create awareness on Convenience Banking 10% Service Delivery Officer Portfolio Management Mapped Book : Product Penetration Index (Average Growth @ Portfolio Level) @ 0.1 per Month 10% Service Delivery Officer Branch Operations 10% Lobby Management - Ensure seamless Customer Experience at Branches and also handle Locker ops management - Nil customer escalations 10% NA NA NA NA