Imperia Relationship Manager - HNI - Bank

We are hiring for Imperia Relationship Managers for HDFC Bank

Candidates with in the experience range of 2-10 years in wealth from BFSI Industry only need to apply

Candidates from Bangalore only need to apply

Job Purpose:

- Is responsible for including HNI customers into the 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 and retaining the relationship.

- The RM is also responsible for acquiring new to Bank Imperia relationships.

So that Imperia customer will have 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.

Key Result / Responsibility Areas:

Managing Imperia Portfolio:

- Identify existing branch customers who meet Imperia programme criteria and flag them on the system to upgrade these customers under the Imperia programme

- Through eligible lists provided by Product from time to time

- Liaising with PB/ Preferred RM to flag eligible customers form Classic/ Preferred portfolio

- Identifying customers through Large Transaction reports (LTR)

- GMs or VPs of all Cat A companies and CSRM salary account companies

- Other databases available with the RM

- 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

- Databases

- Regularly interact with the customer to build rapport and understand the profile. The profile should be captured and updated via CRA / CRMNext (wherever applicable). This profiling should be used to set customer level objectives post discussion with RBH / BM. The objectives should be tracked and reviewed as per the Branch Sales Process.

- Basis the profile, a contact plan should be drawn and customer contacted. Contact report should be updated in CRMNext / CCM. Incase there is an update in the profile of the customer, then the same should be updated in CRA / CRMNext.

- Enhancing customer wallet size

Ensuring that customers make us their primary bank:

- By managing his / her wealth

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

- Ensuring that customer scope is done and products targeted accordingly

- Sales to family members and associates (all network)

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 as per the customers profile and needs

- Ensure that the customer uses the products sold to him

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

- Cross selling appropriate products to the customers and activating usage.

Enhance Values within each of the customer groups by ensuring that a/cs are activated and FDs are sold to all customers (as per profile)

Retain the customer via the experience offered.

Sales:(Acquiring, Enhancing, Deepening and Retention)

Increase liabilities size of relationship via:

- Balances in a/cs of existing customer

- Acquire all related ids that are financially dependent on the Primary id and send entry form to CPU for flagging and grouping

- Use FD maturity reports to track maturity of HDFC FDs and prevent outflow

- Use profile to track FDs in other banks and divert them into HDFC on maturity

- Use profile sheet to track accounts and products with other bank and transfer the same

- Know the customers business to proactively provide financial solutions

- Tracking customer transaction to identify where funds move to and acquire those a/cs also

- 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 quality of relationship while flagging. Should be capable of maintaining eligibility

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

- Monitor large amount movements 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

- Penetration of all products across family groups as per profile and requirements.

- Sales of various products like Credit Cards,Assets & TPP.

Disseminating product information:

- Ensuring Joint call is done with PBG and Advisory is offered to the customer. In case the customer is not interested, sign him / her up for WAS and handle the investments.

Customer Service:

- Ensure quality customer service is delivered

- Recording complaints as per the specified process

- Resolving all complaints received from Imperia customers within the stipulated TATs

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

- 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 customers registered to DBC channel and give any specific help required

- Ensuring that customers are introduced to the RBH / BM and PSO (PBA in case of a non PSO branch) so that there is back up when the customer visits the branch and the RM is out

- Ensure proper handover of customers in case of transfer of portfolios

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 KYC norms are adhered to at all points of time

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

- Supervision Received: Head Relationship Manager and Branch Head