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15/12 Anurag Chaudhary
Recruitment Strategist at AUR Consultant

Views:2170 Applications:80 Rec. Actions:Recruiter Actions:11

Imperia Relationship Manager - HNI - Bank (2-8 yrs)

Mumbai Job Code: 181995

Overall Goal:

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/c's 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 customer's 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

FD's:

- 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 Services:

- Ensure quality customer service is delivered

- Recording complaints as per the specified process

- Resolving all complaints received from Imperia customers within the stipulated

TAT's:

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

- Preventive complaint managemento 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

- 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

Competencies:

- Sales and Influencing Skills

- Banking Product & Process Knowledge

- Planning and Organizing Skills

- Communication

- Knowledge of Competition & Current trends in financial Industry.

Preferred Sectors: BFSI

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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