Senior Virtual Relationship Manager.Business Banking-VRM SME

Senior Virtual Relationship Manager / Visual Relationship Manager

Business Banking

Team Manager / Area Manager

• Manage a set of existing Platform/Neobiz relationships through outbound calling channels.


• To achieve assigned financial and non-financial target by calling the customers.


• Manage all customers focusing on relationship Management & up-selling/ deep-selling/ cross selling other bank products.


• customers needs & profiling.


• Responsible for quality & soundness of assigned Platform/Neobiz (KYC reviews, monitoring for due diligence, anti-money laundering procedures etc).


• Providing Excellent Customer Service to customer

• University Graduate (preferably with some finance/banking or maths component).


• Excellent knowledge of business banking products FX, TWC, Insurance & investments


• Minimum 3-5 years of experience in business banking as RM/VRM.


• Excellent communication skills (Oral and written)


• Very customer focused


• Computer literate

As per the organization competency framework

Level (1-4)

(1-Basic 4- Sr. Managerial)

• Ensure assigned FER & other financial KPI s are delivered


• Ensure to call all newly opened account assigned to Platform/Neobiz if any to introduce their VRM assigned to their account


• Generate FX, Trade (LC etc), Bank Guarantees, Insurance and Investment revenue


• Ensure to maintain/elevate the agreed funding of the account.


• Maintain a superior customer services experience.


• Conduct conference calls with product advisors with high potential clients.


• Maintain portfolio quality by ensuring timely update of KYC, Tland all other aspects of governance


• Assist compliance/AML/FP&I and all governance units without tipping off a customer


• Adherence to all regulatory requirements for financial offerings and raise alarms identifying any misconduct or a breech in the portfolio


• Resolve customer queries by rigorously following up on cases with internal departments and closing the same in the given turnaround time


• Support resolution of customer complaints related to rates, schedules, document requirements and transactional query


• Implement and maintain complete control aspects i.e. documentation, periodical client visits (if required)/ call reports, stock inspections and formal credit checks / informal market feedback to monitor the assigned portfolio effectively.


• Maintain acceptable portfolio quality.


• Liaise with superiors and direct reports within the business units, Risk Management and related enabler units within the bank to achieve business objectives.


• Update team manager and area manager on regular / weekly for better controls on sales and relationship management.

• Complaint resolution mostly related to explaining procedures or providing information regarding Platform/Neobiz banking. First point resolution,


• Getting to root cause analysis and reversals of charges where necessary as per ADM.

• The job requires the job holder to possess skills to review customer relationships, bank s policies, and financial objectives to take decisions on charges reversal, account maintenances, cheque book issuance, deviation recommendations, providing FX rates.


• Operation risk management through active reporting, analysis 7 monitoring


• Limited to certain functions which enable on-the-spot problem resolution.