Hdfc Bank - Imperia RM - NRI - Virtual Banking - Pune

HDFC Bank is hiring for Imperia RM - NRI - Virtual Banking - Pune

Job Purpose :

To engage, build and manage relationship of a portfolio of NRI Imperia customers. NRI Imperia RM will be responsible for customers balance build up, raising of fresh customers and upgrade of existing customers to banks Imperia Global program. Achievement of income budgets through regular customer engagement and cross sell of assets, liability, remittances, ISA account, HSL accounts, credit cards, mutual funds, Life/Health Insurance and other TPP products of the bank

Role & responsibilities

HNW Portfolio Management

• Customer interaction to resolve pending service issues. Service should lead to an opportunity to a sale
• Managing portfolio of NRI Imperia customers
• Customer profiling to better understand customers & recommend suitable products
• Achieving MTD and YTD Revenue Targets • Enhance the value/book size of the given portfolio
• Achieving Top Line targets for various products like LI, MF etc.

Operations, Marketing & Processes

• Monitoring and disposing remittances
• Update CRM with Purpose of Call, Discussion Happened, Outcome of call and next follow up date
• Update any Event Based Triggers (EBTs)
• Update any portfolio client related process like LTR etc
• Handling Service Request for NR HNW clients
• Ensure certification for selling TPP products
• Follow all NR Desk related processes (like Day Plan, Fee Plan and any other that may be notified from time to time)
• Checking status of instructions in FTS for timely processing

Increase in market share

• Look for opportunities to cross sell any other product of the Bank, to ensure that HDFC Bank is a one stop shop & solution for all banking needs of the NRI Classic / Preferred / Imperia customer

Product Penetration & contribution towards focused product

• Ensure that an optimal level of Income generating Product Group Holding (IPGH) is reached. Enhance client's CTG level and ensure that the Customer Group profitability is achieved

Customer Service

• Customer Services: Ensure quality customer service is delivered. All customer queries and complaints to be resolved the same day.

• Ensure the customer is informed about any regulatory or process change. Keep the customer updated on program features

Complaint Management:

To ensure all queries and complaints are resolved within the bank specified TAT.

• Maintain a healthy NPS score