HDFC Bank - Preferred/Imperia Relationship Manager

Sales(Acquiring, Enhancing, Deepening and Retention)

- Acquire new customers who meet product criteria and flag them on the system

Referrals generated from existing customers

Leads generated by branch staff & personal leads

Internal bank databases

- Increase liabilities size of relationship via

Balances in a/c's of existing customer

Acquire all related ids of the Primary id and send racing /deracing request on Web-based system for flagging and grouping.

Use FD maturity reports/event based trigger's to track maturity of HDFC FDs and prevent outflow

Use updated wallet share data in CRM Next to track FDs in other banks and divert them into HDFC on maturity

Use updated Wallet share Data in CRM Next to track accounts and products with other bank and transfer the same

Know the customer's business to proactively provide financial solutions

- Utilizing the sales resources (BDR or COEX or Asset Coordinator) for optimal sales support

- Penetration of products across family groups.

- Sales across all product segments-TPP, Assets, Trade Forex, Cards etc and new products.

- Promotion of digital platforms like net banking / mobile banking / Pay Zapp / Chillr / Smart Buy etc to customers

- Meet customer engagement process as per guidelines laid down. i.e. Contacts Benchmark- 100 % of active groups to be contacted every month.

- Personal Visit Benchmark - 100 % of active groups to be met atleast once in rolling 3 months i.e., 33.33 % unique visits per month.

- Contacts Benchmark

For preferred -100 % of active groups to be contacted once every 2 months i.e., 50 % unique contacts per month.

For Imperia - 100 % of active groups to be contacted every month.

- Personal Visit Benchmark-

For preferred -100 % of active groups to be met atleast once in rolling 4 months i.e., 25 % unique visits per month.

For Imperia - 100 % of active groups to be met atleast once in rolling 3 months i.e., 33.33 % unique visits per month.

Portfolio Management

- Identify existing/new customers who meet Preferred product criteria and flag them on the system and upgrade these customers under the Preferred programme in line with the Preferred grouping criteria

Liaising with PB to flag eligible customers from Classic portfolio

Identifying customers through Large Transaction reports (LTR)

GMs or VPs of all Cat A companies and CSRM salary account companies which meet programme criteria and have future potential

Taking referral from satisfied customers.

- Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolio

By grouping them with their family members who already hold accounts with us

By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us

- Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reached

Ensure that within each customer group a minimum number of stipulated Income Generating products are sold

- Ensure that the Customer Group profitability is achieved

Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above

- Ensure that atleast one income product is sold to each Preferred group in the year

- Ensure minimum productivity of 4 income per day

- Maximum customers transaction to be done online across customers / groups.

- Portfolio Values to grow gradually - CA, SA & TD

- Call Planning basis APT, Call Plan. Pre & Post Sales Planning

- Sales Kit comprise of Forms / Fact sheets / Recommendations to ensure Instant close of sales

- Tracking of all products leads till end result not justified.

- Customer interactions are duly updated on CRM Next

- Any other job / task assigned by supervisor from time to time.

- Profile changes (if any) are duly updated in CRM Next

- Customer account must be updated with current contact details.

- Enhancing customer wallet size

Ensuring that customers make us their primary bank

- Knowing about where all the customer is currently banking and moving him to our Bank

- Ensuring that customer scope is done and updated on ongoing basis in CRMNext and products targeted accordingly

- Sales to family members and associates which have been grouped together

- Attrition control of customers

Includes persuading the customer to continue and if required renew FDs

Deepen by cross selling - sticky products- like Demat, Bill Pay, Advisory.

Ensure all the ECS and EMI is getting linked to this account.

Ensure quality of relationship while racing. Should be capable of maintaining eligibility

Regular customer contact to establish needs of the customer and opportunities to cross-sell

Monitor large amount movements through CH106 portal and 1crore portal and account closure from the deposit accounts and ensure that customer does not attrite

Ensure that the marketing analytics list on possible attrite, is called and retained

Customer Services

- Ensure quality customer service is delivered.

- Disseminating required product information.

- Recording complaints as per the specified process.

- Cross selling of products to increase regular inflow / outflow of account, this build balances across customers / groups.

- Ensure to have minimum 200 active groups any time in portfolio by aquiring new customer or racing new from base.

- Resolving all complaints received from preferred customers within the stipulated TAT- s

Ensure appropriate customer communication on closures & copy of that to be filed.

- Joint calls with Senior management to explore business possibilities

- Identify NR reference, family members of existing group & explore their banking, investments & other relationship.

- CEP along with quality interactions with customer and Excellent service to customers

- Preventive complaint management

Asking for feedback from customers, who may not be complaining

- Promoting all direct banking channels and ensuring that the customer is utilizing the same

Check back on recent customer's registered to DBC channel and give any specific help required

Achievement of income plans and other benchmarks

- Ensure that income plans for the month and year are duly met across products

- Achieving of portfolio level benchmarks of CTG and IPH

- Income product to be sold to each group of the portfolio in the year

- Ensure to achieve Sales to Portfolio(STP) bench mark month on month.

Operations

- Ensure certification of documentation required for opening and maintaining customer accounts

- Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc)

- Ensure that 5-S norms are adhered to for individuals workstation

- Ensure to follow process for Pending customer instructions/forms.

- Contacting customer for all account opening forms / customer instructions on hold / clearing the exception on priority basis

- Review of I Crore and above customer Transactions and LTR

- Initiating reversal requests in BWAS

- Updation of profilers for all the portfolio customers in CRM Next

- Providing Net banking Demos to customers / list of requests which can be processed online

- Digital Demos Benchmark.

- Providing net banking/Mobile banking / Chillr demos to customers and moving them to use digital platforms for their banking requirements.

- Any other job / task assigned by supervisor from time to time

- Follow up with Portfolio customers for compliance of Regulatory requirements

Form 60/61

FATCA / CRS

Re- Kyc documents