Virtual Relationship Manager

This position is for one of the top private fast growing MNC Bank in India.

Key Accountabilities

• Acquire clients through e-boarding of the provided leads and nurture the relationship for AUM build up in a steady manner.
• Establish the Virtual Relationship Channel as a major revenue contributor through effective engagement with clients via multiple communication channels
• Ensure right balance of the product mix and balance NTB (New to Bank NR customers) with increased penetration of existing customers to deepen the wallet share.
• Drive and deliver a radical improvement in customer satisfaction scores through timely engagement and redressal of client enquiries.
• Ensure highest levels of customer satisfaction. Interact with new customers to detail & explain all features & functions of products & assist in on boarding of new clients.
• Empower DBS IN clients embrace the value delivery channels to improve transaction efficiency and effectiveness

Job Duties & Responsibilities

• Quality engagement with Emerging Affluent and Treasures clients to retain and developing sustainable relationships
• Ensure effective and efficient on-boarding, client coverage and client economics.
• Coordinate and drive timely investment and insurance portfolio reviews partnering with Investment / Insurance / Wealth specialists in Cluster locations.
• Establish relationships with the client’s basis opportunities identified by key acquiring channels such as SME / CEP/IBG/ DBS Experience Centers or influencers for on-boarding the clients and ensure qualification as Treasures basis the stipulated criteria.
• Ensure service delivery by ensuring appropriate workflows and processes including digital on-boarding, upgrades, Scan / E-mail based wealth transactions, doorstep banking services, digital and remote account maintenance (Re-KYC / Risk Reviews) etc.
• Work closely with Cluster locations, Operations and other stakeholders to ensure that customer instructions are executed correctly and in a timely manner
• Improving customer experience by collating customer feedback, identifying areas to improve such as operational, administrative, processes and competitiveness of products and services
• Maintaining an awareness of relevant products and services available so as to provide the best solutions for clients as per their identified needs and aspirations
• Supporting process and product improvement initiatives, providing customer feedback on service and product offering and ensuring compliance with internal audit and regulatory requirements and quality assurance
• Adhere to DBS India and Group standards on code of conduct and controls in line with bank values and expectations

Required Experience

• 2-3 years of experience servicing high net worth clients at a financial institution / KPO
• While technical competence is not essential, ability to handle client requests via e-channels and versatility with digital tools would be beneficial.
• Good knowledge of wealth management products, both investment and insurance
• Customer oriented and able to capture customer financial needs
• Holder of relevant insurance, investment certification requirements (AMFI / IRDAI Composite license) would be an advantage
• Good command of spoken English and Hindi. Fluency in other regional languages (Marathi, Bengali, Tamil, Telugu etc.) would be an advantage.

Education / Preferred Qualifications

• University level education, preferably in finance, business or a related discipline. Postgraduation in marketing or finance or banking would be desirable

Core Competencies

• Selling and team influencing skills to grow customer numbers and customer product uptake
• People Management
• Communication Skills
• Drive for Action
• Ability to work in an ambiguous environment
• Excellent understanding of the Bank’s Strategy and ability to interpret this and execute effectively to grow customer wallet share
• Proven track record in execution of sales or marketing strategy that resulted in business growth

Work Relationship

• Ensuring remote coverage and engagement of customers along with Branch teams for support.
• Close interaction with Channels / Segments and Clusters to ensure consistent delivery of service and business objectives.