Private Banking Group

Role & responsibilities

Job Purpose

• To deliver exceptional sales performance by identifying and meeting customer needs through selling & cross-selling of all Banks CBG products & services.
• To manage & maintain the highest customer satisfaction levels through pro-active client engagement & relationship management.

Key Accountabilities

• Accountable for achieving monthly & annual sales targets, as agreed. Ensure proper implementation & execution of relationship management & investment advisory strategies.
• Ensure proper sales spread between products. Aim to balance NTB (New to Bank customers) with increase penetration of existing customers to deepen the wallet share.
• Drive and deliver a radical improvement in customer service in the local market through dynamic service leadership and the implementation of customer service strategy.
• Ensure highest levels of customer satisfaction. Interact with new customers to detail & explain all features & functions of products & assist in on boarding of customers.
• Ensure service levels are constantly improving.
• Meet Customer Migration targets.

Job Duties & Responsibilities

• Manage customers issues on service or investment needs. Escalate if required. Probe and identify requirements to provide appropriate solutions to customers.
• Ensure complete knowledge on all products & services. Be the leader for resolving all queries & complaints.
• Ensure full training & briefing on all product launches & upgrades.
• Research complaints & compliments. Analyze & suggest innovations & ideas on product & service improvement in addition to service level improvements.
• Keep attuned to the current economic and financial markets so as to be current and proficient in attending to customers queries.
• Work hand in hand with fellow CBG RMs, Service Manager and TRE to ensure that all objectives of the team are met and there is team harmony and unity.
• Working with the Branch Heads to achieve sales & service through in-branch business development activities, and providing feedback to the team.
• Ensure compliance with operations risk and rigour requirements e.g. Health & Safety standards, security of premises, KYC and anti-money laundering measures.
• Establish Bank as a wealth management provider in India. Undertake frequent competitor analysis so that product suite is in line with (or ahead of) competing banks.
• These updates to be shared with seniors at regular intervals. Also suggest local promotional activities which will help reinforce the brand.
• Keep attuned to the current economic and financial markets so as to be current and proficient in attending to customers queries.
• Work hand in hand with other business units to ensure that objectives of the team are met and there is team harmony and unity.
• Facilitate the distribution of third party investment products to customers, after taking into consideration the risk profile and investment objectives of the said customer.
• This will entail constant interaction with the asset management companies & customers.