Relationship Manager - Mgr / Sr. Mgr Grade

  • Mumbai
  • 10-15 lakh
  • 3-7 years
  • 12 Mar 2015

  • Finance/ Accounts

  • Banking - Retail
Job Description

Is responsible for

Acquisition of new Preferred customers
Enhancement of the relationship by cross-selling products and services as per the profile & need of the customers
Deepening the size of the relationship
Retention of the customers by providing the best possible services and being the dedicated point of contact for these customers

Key Result / Responsibility Areas:

Sales:(Acquiring, Enhancing ,Deepening and Retention)

Acquire new customers who meet product criteria and flag them on the system
Referrals generated from existing customers
Leads generated by branch staff & personal leads
Premier Acquisition Channel

Increase liabilities size of relationship via:
Balances in a/cs of existing customer
Acquire all related ids of the Primary id and send racing request on Web-based system/entry form to CPU for flagging and grouping
Use wallet profile sheet to track accounts and products with other bank and transfer the same
Know the customers business to proactively provide financial solutions
Utilizing the sales resources (BDR or COEX or Asset Coordinator) for optimal sales support
Penetration of products across family groups.
Sales across all product segments-TPP, Assets, Cards etc.

Portfolio Management

Identify existing/new customers who meet Preferred product criteria and flag them on the system and upgrade these customers under the Preferred programme in line with the Preferred grouping criteria
Liaising with PB to flag eligible customers from Classic portfolio
Identifying customers through Large Transaction reports (LTR)
GMs or VPs of all Cat A companies and CSRM salary account companies which meet programme criteria and have future potential
Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolio
By grouping them with their family members who already hold accounts with us
By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us
Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reached
Ensure that within each customer group a minimum number of stipulated Income Generating products are sold
Ensure that the Customer Group profitability is achieved
Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above
Ensure that atleast one income product is sold to each Preferred group in the year
Regular contact is maintained with all portfolio customers such that 125 customers are contacted every month and entire portfolio is contacted atleast once every quarter
Customer interactions are duly updated on CCM/CRM Next
Profile changes (if any) are duly updated in CRA/CRM Next
Enhancing customer wallet size
Ensuring that customers make us their primary bank
Knowing about where all the customer is currently banking and moving him to our Bank
Ensuring that customer scope is done and products targeted accordingly
Sales to family members and associates which have been grouped together
Attrition control of customers
Includes persuading the customer to continue and if required renew FDs
Deepen by cross selling sticky products like Demat, Bill Pay, Advisory.
Ensure quality of relationship while racing. Should be capable of maintaining eligibility
Regular customer contact to establish needs of the customer and opportunities to cross-sell
Monitor large amount movements and account closure from the deposit accounts and ensure that customer does not attrite
Ensure that the marketing analytics list on possible attrite, is called and retained

Customer Services

Ensure quality customer service is delivered
Disseminating required product information
Recording complaints as per the specified process
Resolving all complaints received from preferred customers within the stipulated TATs
Ensure appropriate customer communication on closures & copy of that to be filed.
Preventive complaint management
Asking for feedback from customers, who may not be complaining
Promoting all direct banking channels and ensuring that the customer is utilizing the same
Check back on recent customers registered to DBC channel and give any specific help required

Competencies/Skill sets for this job

Portfolio Accounts Banking Complaints Liabilities

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