Relationship Manager

We are Hiring for a Scheduled Commercial Bank!

Position:

Reports to:

Service Delivery Manager (or Branch Manager where no SDM is present)

Brief Description:

The role involves providing superior customer service, managing and enhancing relationships with Aspire Banking segment customers, acquiring new customers, and cross-selling various financial products and services.

Key Job Responsibilities:

Business Deliverables:

• Maintain Product Holding Ratio, channel enrollment, and data quality as per assigned benchmarks.
• Drive Existing Relationship Value (ERV) and New-To-Bank (NTB) growth as per set targets.
• Achieve overall deposits growth and fee-based income (Life Insurance, General Insurance, Trade Forex, Assets, Mutual Funds, etc.).
• Obtain certification on all products offered through the branch.
• Ensure strict adherence to KYC, AML, and internal compliance policies.

Customer Service:

• Deliver excellent customer service within defined Turnaround Times (TAT) and complaint management norms.
• Maintain branch ambiance, mandatory displays, and overall customer experience.
• Ensure adherence to BSOPM, compliance, and audit guidelines with satisfactory internal/external audit results.
• Provide accurate product information and timely resolution of customer issues.
• Record and resolve customer complaints within stipulated timelines.
• Engage in preventive complaint management and proactively collect customer feedback.
• Promote digital and direct banking channels and ensure customer adoption.

Portfolio Management:

• Manage and grow the Aspire Banking Customer Portfolio (subject to portfolio creation in the branch).
• Identify eligible customers and upgrade them under the Aspire Banking program.
• Deepen customer relationships by ensuring primary banking status and offering relevant products.
• Conduct regular customer interactions to identify financial needs and provide suitable solutions.
• Cross-sell to family members and associates within grouped relationships.
• Achieve portfolio-level benchmarks on contactability, family grouping, cross-sell ratio, and channel activation.
• Meet all portfolio performance metrics and income benchmarks.

Education:

• Graduation (minimum 50%)

Competencies:

• Sales and Influencing Skills
• Knowledge of Banking Products & Processes
• Planning and Organizing Skills
• Strong Communication and Interpersonal Skills
• Customer Service Orientation
• Customer Portfolio Management

Preferred Certifications:

• AMFI Certification
• IRDA Certification