Cluster Manager-VRM-BRANCH BANKING-VRM

Job Title: Area Head / Manager for NRC - Virtual Relationship Management Team

Job Summary:

We are seeking a dynamic and experienced Area Head for our Virtual Relationship Management Team to lead our efforts in Customer managing relationships. As the Area Head, you will be responsible for developing and implementing relationship management strategies, building strong relationships with our Customers, and driving growth in our Savings and Current account portfolio.

Candidate will also be overseeing the day-to-day activities of a large unit, managing a team of customer service representatives, and ensuring that our customers receive exceptional service.

Key Responsibilities:

• Develop and implement strategies to build strong relationships with Account holders.
• Manage a team of relationship managers and Team Leaders and provide leadership and guidance to achieve business objectives, provide coaching, training and feedback, as necessary.
• Develop and maintain a deep understanding of business objectives, goals, and challenges.
• Collaborate with internal teams to identify opportunities to enhance customer experience and drive growth in bank’s portfolio
• Monitor and analyse key performance indicators to evaluate the effectiveness of our relationship management efforts
• Build and maintain positive relationships with senior leadership and stakeholders.
• Ensure compliance with all relevant laws and regulations.
• Ensure that Customer queries and complains are resolved in a timely and efficient manner
Continuously improve the quality of customer service operations through process improvements, training and technology upgrades.

Qualifications:

• Bachelor's degree in business, marketing, or a related field. An MBA is preferred
• 10+ years of experience in relationship management, with a proven track record of building and managing successful teams
• Experience in using any major Contact Centre Dialler / Software, CRM, SalesForce, NICE, people management tools.
• Knowledge of Data Protection, TRAI Guidelines.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholder’s and team members at all levels
• Strong leadership skills, with the ability to motivate and inspire team members to achieve high levels of performance
• Strong analytical and problem-solving skills, with the ability to identify opportunities to enhance our partnerships and drive growth
• Knowledge of business development, marketing, and sales principles and practices
• Experience in managing budgets and financial forecasting.