Relationship Manager - Branch Banking

ROLEPURPOSE & OBJECTIVE

• Theincumbent will be primarily responsible for providing Financialsolutions to meet the requirements of the existing Mappedcustomers and ensure value added customer service as well asacquiring New to Bank CASA Customers.
• Responsiblefor handling the portfolio of existing Mapped CASA customers andgenerating revenue / book growth
• Responsiblefor increasing Liabilities book size of relationships viabalances in accounts of existing mapped CASA customers or throughTerm Deposits, Cross selling of MF / Insurance, Loan products,acquiring family accounts and retaining the relationship
• Toacquire pre-fixed New to Bank CASA customers through Open Marketreferrals / Referrals from existing CASA client base / BTLInitiatives & other tie ups
• Shouldbe in close contact with the existing customers through personalvisits, mailers and phone calls and share insights on thefluctuations in interest rates, FD rates and various productofferings.
• Informscustomers of new products or product enhancements to furtherexpand the banking relationship.
• Maintainscomplete relationship record for assigned customer accounts.
• Ensurecontinuity of high quality service, product delivery, andresponsiveness to customer needs
• Trackscustomer complaints/queries and turnaround times for customersatisfaction.
• Responsibleto be abreast with all policies relating to operational risk,sales processes, mis-selling etc and ensure compliance with thesame.
• Developeffective ways to promote Brand awareness & Productproposition that lead to measurable business results

1. SIZEOF THE ROLE

FINANCIALSIZE

NON-FINANCIALSIZE

• Entireliability target for the branch
• CASABook as per the branch
• TASCBook as per the branch
• BB-FIGBook as per the branch
• Segmentwise book (NR, Senior Citizen, HNI etc) as per the branch

• Numbertarget for all the respective products.
• CA
• SA
• TASC
• SnrCitizen
• HNI
• NR
• Manageportfolio of assigned branch customer holders

1. KEYDUTIES & RESPONSIBILITIES OF THE ROLE

Business

• Responsibleannually to manage existing portfolio and acquire a new to bankportfolio of around 120 -150 Accounts.
• Expectedto achieve the pre-fixed Net Book/ deposits growth (CASA Values &FD) for the year
• Expectedto achieve the MOM addition of SA & CA Accounts
• Settingup meetings with prospective customers, ensuring that the clientsare offered all products from Ujjivan including SA /CA / FD /Life Insurance/ Loan Products etc.
• Managingthe portfolio of the customers on-boarded; ensuring their queries& requests are addressed on a timely manner; there byresulting in superior Customer Experience

Customer

• Resolutionof Queries / Requests that may come from managed CASA clients;adhering to the TAT
• Providingthe best alternate channel experience for the customer through IB/ MB/ CIB & Phone Banking
• ProvideDoorstep service to managed customers, where-ever required
• Implementingnecessary training for staffs to enable them to handle managedcustomers

Internalprocess

• Streamliningthe process of customer on-boarding and ensuring seamless processduring the same
• Workingtowards eliminating bottlenecks in the Account Opening processand rejuvenating the customer journey with Ujjivan
• Conversionof all form based processing to digital process, with minimaldocumentation in the long run
• Responsiblefor updating and maintaining all Managed Customer upsell relatedMIS as well as New Customer acquisition done by RM (Calls,Prospects, Meetings, Business Conversions)

Learning& Performance

• Ensureadherence to training man-days/ mandatory training programs forself
• Ensuregoal setting, mid-year review and performance appraisal processesare completed within specified timelines
• Timelytraining of Branch staff, so as to ensure product knowledge &change in processes are communicated in a timely manner

1. MINIMUMREQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate,with a Masters or MBA / PGDM Preferred.

Experience

• Preferredexperience of 3 - 4 years in Banking specific managing Privileged/ Mapped clients

Certifications

• AMFI/ IRDA Certified

FunctionalSkills

• Goodknowledge of Branch Banking & Liability products
• ServiceOriented
• Analyticand technology oriented
• GoodRelationship Management skills with existing & new Customers
• Demonstratedleadership experience in interacting with cross-functional teamswith a sound understanding of key business drivers

BehavioralSkills

• SalesSkills
• ExecutionSkills
• RelationshipSkills
• InfluencingSkills
• CustomerService Orientation

Competencies

• Planning& Organizing
• DrivingExecution
• BuildingPartnerships

1. KEYINTERACTIONS

INTERNAL

EXTERNAL

• BranchTeams (BMs / SOs / CCR / RSM)
• Marketing
• Product& TPP Team
• AlternateChannels
• Vigilance/ FCU / Compliance

• PromotionalAgencies Lead generation Activities
• Companieswhere Managed SA Relationship Account exists via SalaryAccounts
• MappedInsurance Company staff