Recruitment Strategist at AUR Consultant
Views:2170 Applications:80 Rec. Actions:Recruiter Actions:11
Imperia Relationship Manager - HNI - Bank (2-8 yrs)
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.