Master Initiative RM- RBB- Delhi & Gurgaon

Job Description

Job Name - Master Initiative Relationship Manager-RBB Business Unit - Retail Branch Banking Team : Retail Branch Banking Job Function: Sales & Portfolio Management Job Purpose Responsible for scoping of the entire Branch Catchment and classifying the Customers across the different Segments and Sub-Segments of the Master Initiative Programme. Responsible for doing the entire Catchment Mining and the Opportunity Sizing across all the Customer Segments and Sub-Segments of Master Initiative. Acquiring these identified customers and managing their banking relationship as part of the portfolio of the MI- RM RM will Follow Up with all the Prospective Customers and ensure that the Relationship is converted and shifted into our Bank. RM will closely interact with all other Departments - Product Teams, Assets Team, CPU, Operations, IT Team etc. for any specific request like Customization, Additional Special Facilities etc. RM will take assistance from the respective departments for the conversion of the Lead. Responsible to strengthen the relationship of the NTB Customers and move their Primary Banking Relationship from Competition Banks to our Bank. This needs to be done for the existing Low Penetrated Non-Managed Customers too who have been identified in the Master Initiative Programme. Responsible for acquiring, deepening and managing all the Customers (New to Bank Customers + Existing to Bank Low Penetrated Non-Managed Customers) identified under the Master Initiative Programme. Responsible for acquiring and upgrading customers into Managed Programme by offering them a superior customer experience. RM is primarily responsible for acquiring New to Bank Relationships and enhance the profitability of the relationship by increasing the relationship size, cross selling the right products, acquiring family Accounts, retaining and enhancing the relationship. To be a One Point Contact for all the Financial and Banking needs and services, thus enhancing the Relationship value and wallet share which will further increase profitability from these Relationships. Key Responsibility Areas: 6 8 Areas Activities Catchment Scoping • • • • Scoping the entire Branch Catchment and classifying the customers across the Segments Sub-Segments of Master Initiative Updating the Customer Profiler and the Overall Business Potential which can be expected from these Customers on regular basis in CRM Next. Following up with every customer on regular basis and ensuring that the Lead is converted and the Relationship is shifted to our Bank. Closely coordinate with Other Departments within the Bank - Product Teams, Assets Team, CPU, Operations, IT Team etc. for any specific request like Customization, Special Pricing, Additional Special Facilities etc. Take assistance from their Seniors and other Departments for the conversion of the Lead. Replicate the Best Practices for One Converted Customer in a Segment for all other Customers in that Segment Updating all the details which have been discussed during the Meeting with these Customers in CRM Next. Joint calls being done along with Supervisor as per defined process and timely update the same. Regular Follow Up with all these prospective MI Customers for conversion of Leads and extracting additional Business Opportunities Seeking Reference of Relatives and Friends from these MI Customers who have been acquired through this Programme Understand what the Competition Bank is offering to the Customer and give a better Proposal and showcase the entire Wide Range of Products and Services what we offer as a Bank. Portfolio Management (Acquiring, Enhancing, Deepening and Retention) • • Acquiring NTB Customers for our HNW Managed Programme Imperia / Preferred (Preferred & above) Upgrading existing Non-Managed Customers (Low Penetrated Customers) who has the Potential to meet the Managed Programme Criteria • Regular interaction with the customer to build rapport to understand and update the profile. • • Enhance the Overall value/book size of the portfolio Maintain the overall quality / hygiene parameters of the portfolio • • • Cross selling products of the bank based on the customer needs Joint calls being done along with Supervisor as per defined process Advisory services to be offered based on the requirement in coordination with Wealth Team. • • • Attrition control of customers Achieving MTD and YTD Revenue Targets • • Operations, Marketing & Processes Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc) Ensure KYC / AML norms are adhered to at all points of time Ensure that 5-S norms are adhered to for individuals workstation • • Increase in wallet 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 these HNW Customers Acquire Corporate Relationship (Business Accounts + Salary Accounts) of these Customers who are identified in Master Initiative Programme • • Sales to family members and associates (all network) Ensure that optimal level of Liability Relationship (Values) against the Customers Potential is reached. • Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reached • • Product Penetration & contribution towards focused product • • • Ensure that an optimal level of Income generating Product Group Holding (IPGH) is reached. Enhance client's Customer To Group (CTG) level Customer Service Ensure quality customer service is delivered. All customer queries and complaints are being resolved within TAT. Classification - Internal • • • • • Customer is informed about any regulatory or process change. Keep the customer updated on program features. Ensure timely customer communication on requests and concerns raised. Proactive complaint management through feedback from customers. Promoting all direct banking channels and ensuring that the customer is utilizing the same Ensuring that customers are introduced to the RBH / BM and PSO (PBA in case of a non PSO branch) so that there is back up when the customer visits the branch and the RM is out • Ensure smooth transition of handover/takeover of the portfolio Educational Qualifications Key Skills(examples listed below) • • Graduation Post-Graduation Certifications: AMFI Certification IRDA Certification NCFM Certification (Optional) • • • • • • Sales and Influencing Skills Banking Product & Process Knowledge NRI Product and Regulatory Knowledge Planning and Organizing Skills Good Communication skills Knowledge of Competition & Current trends in financial Industry. • • • Experience Required: • • Minimum experience in years 2 to 6 (Preferable Banking Experience) Exposure to Portfolio Management Segment Major Stakeholders • • • • • • • • • • Customers Branch Banking Team Operations Product Teams Retail & Wholesale Asset Teams Treasury Credit Teams Life / General and Health Insurance Partners AMCs HDFC Securities