Virtual Relationship Manager

The role involves being responsible for including HNI customers into the HNW Program and providing them with a superior customer experience to enhance the profitability of the relationship. This includes increasing the relationship size, cross-selling appropriate products, acquiring family accounts, and retaining and enhancing the relationship. As a Relationship Manager, you will also be tasked with acquiring new Imperia relationships for the bank. Your role will be to act as a one-point contact for all the financial needs and services of the customers, thereby enhancing the current relationship value and wallet share to increase profitability. Your responsibilities will include liaising with branch staff to identify eligible customers from the Classic/Preferred portfolio, acquiring new customers who meet the product criteria, and maintaining regular interaction with customers to build rapport and update their profiles. You will be expected to enhance the overall value and book size of the portfolio, while also ensuring the quality and hygiene parameters are maintained. Cross-selling bank products based on customer needs, conducting joint calls as per defined processes, and offering advisory services in coordination with PBG will be crucial aspects of your role. Meeting monthly and yearly revenue targets and controlling customer attrition will also be key objectives. In terms of operations, marketing, and processes, you must ensure that KYC/AML norms are adhered to at all times and maintain 5-S norms at your workstation. Increasing wallet share by cross-selling other bank products, sales to family members and associates, and optimizing the levels of Income Generating Product Group Holding are essential tasks. You will need to focus on product penetration and contribution towards specific products, as well as enhancing the client's Customer To Group (CTG) level. Customer service is a vital component of the role, and you must ensure the delivery of quality customer service, prompt resolution of customer queries and complaints, and keeping customers informed about any regulatory or process changes. Proactive complaint management and promoting direct banking channels for customer utilization are also part of your responsibilities. Introducing customers to the RBH/BM and PSO (PBA in case of a non-PSO branch) for backup during branch visits and ensuring a smooth handover/takeover of the portfolio are critical aspects of customer service. Key skills required for this role include sales and influencing skills, banking product and process knowledge, NRI product and regulatory knowledge, planning and organizing skills, good communication skills, knowledge of competition and current trends in the financial industry, IRDA certification, and optionally NCFM certification. Exposure to the Portfolio Management segment is preferred for this position.,