SBL Relationship Manager

Job Purpose

• Responsible for demonstrating digital capabilities of the Bank to walk-in customer in and around the assigned Smart Banking Lobby with a view to address their banking queries / requirements through digital mode.
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• SBL RM is also responsible for including HNI customers into the Classic /Preferred / Imperia programme and offering them a superior customer experience to enhance the profitability of the relationship by increasing the relationship size, cross selling the right products, acquiring family a/cs , retaining, and enhancing the relationship.
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• To be a one-point contact for all his financial needs and services, thus enhancing current relationship value and wallet share which will further increase profitability from these relationships.
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• To assist in conducting joint Promotional Activities within the SBL catchment with a view to enhance portfolio size of the Smart Banking Lobby

Key Responsibility Areas : 6 8 Areas

Activities

Key Decision Making & Key Objectives Engagement

SBL RM to take Key decisions associated with to day to day working of the mapped SBL , Customer contacts or outreach strategies , Promotional activities in and around the SBL etc

Ensure all Key Objectives set by the Bank for SBL is met which includes Break-even of SBL , Monthly SBL targets , showcasing digital products and migrating customers digitally , Portfolio growth , Generate reference for setting up SBL and in sister concerns /associated Locations

Sales/ Revenue generation from SBL Catchment

(Non-portfolio Customers)

Cross sell products to walk-in Clients in and around immediate catchment of the SBL including Liability , Asset , TPP , Cards etc

Acquire family accounts of walk-in customers

Promote and sell Straight Through Process (STP) products and Over the counter (OTC) products adopting a Service to Sale approach

Generate reference for prospective Portfolio clients

Actively take part and spear head promotional marketing activities conducted in SBL catchment to generate sales / Leads.

HNW Portfolio management within and nearby SBL (Acquiring, Enhancing, Deepening and Retention)

Acquire new customers who meet product 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 need

Joint calls being done along with Supervisor as per defined process

Advisory services to be offered based on the requirement in coordination with PBG.

Attrition control of customers

Achieving MTD and YTD Revenue Targets

Regularly meeting the Key people inside the catchment and increase their Banking relationship

Promotional Activities / Operations and Process management

To conduct Promotional activities atleast once in a month in and around SBL Catchment to generate sales and Leads of potential customer

Error free documentation for all account opening and all customer instructions

Ensure KYC / AML norms are adhered to at all points of time

Ensure Notices in the SBL are updated

To ensure general upkeep of SBL and SBL signages

To report to the supervisor on Business outcome and general update on SBL Business / Service issue (if any)

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 the Imperia Customer

Sales to family members and associates (all network)

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 (Portfolio + SBL walk-in)

Ensure quality customer service is delivered to SBL customers and that customer queries and complaints are being resolved within TAT

SBL Customers are informed about any regulatory or process change. Keep portfolio customers 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

Promoting WOW journeys and migrating customer to digital route for usage of products and services

Ensure smooth transition of handover/takeover of the portfolio incase of a change

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

Exposure to Portfolio Management segment (Preferred)

Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)

• Customers
• Branch Banking Team
• Regional / Local Marketing Team
• Operations
• Product Team
• Asset Team
• Treasury
• Credit
• Life / General and Health Insurance Partners
• AMCs
• HDFC Securities