Team Lead - VRM

- DBS India Consumer Banking Group including digibank (Retail Banking) and Treasures (Wealth Segment) serves over 2.6 million customers worldwide with a complete range of banking and wealth management services.

- It is a global business that focuses on quality customer acquisition through multiple effective acquisition channels, customer-centric value propositions and innovative and efficient distribution channels.

- Team Lead - Virtual Banking is a role within the Consumer Banking Group Business that is responsible for managing a team of Virtual Relationship Managers to ensure the achievement of regular service interactions, customer satisfaction and business growth objectives.

- The role involves implementation of the acquisition and revenue strategies and ensuring each VRM meets the objectives defined under the VRM program

- A high level of customer-centricity, team management skills, ability to motivate people for timely implementation of agreed action plans are critical to succeed in this role.

Key Accountabilities (List the expected end results or KPIs that the job holder is expected to achieve for this job.) :

- This role is focused on managing a team of Virtual Relationship Managers engaging directly with prospects and customers exploring their financial objectives and positioning the solutions and services of DBS to suit their needs and aspirations. 

Key accountabilities include:

- Drive acquisition of quality Treasures, Mass Market and emerging affluent profile clients through online and digital acquisition channels while partnering with existing and new DBS branches.

- Ensuring effective coverage and engagement of the team with clients to retain and developing sustainable relationships while increasing wallet share to upgrade the client segments in the Wealth continuum.

- Working closely with digi Bank Retail Banking team, Corporate Employee Preposition (CEP), Small & Medium Enterprises (SME) and other segments for the VRM vertical to acquire clients, entrench client relationships and increase combined AUM with the Bank to upgrade clients to Treasures,

- Help the team identify customer financial and other banking needs and coordinate with respective Product / Wealth Specialists across Cluster locations to facilitate transactions wherever felt appropriate.

- Accountable for achieving monthly & annual Acquisition, Liability Book and Fee Income targets for the vertical.

- Monitor the call flow, call volumes and the quality of conversations for effective engagement.

- Ensure timely updation of lead / customer engagements in the CRM system.

- Aid the team of VRMs in their problem areas such as objection handling, product features, product positioning, need analysis, probing, listening etc.

- Identify training gaps for the team and communicate the same to the Head -VRM and CBG Head -Wealth Management for timely training interventions

Job Duties & Responsibilities (List the principal duties. Use concise statements that provide a clear understanding of the level of responsibility, complexity, creativity and analysis performed in this position.) :

- Manage the team of VRMs for ensuring achievement of business and customer satisfaction objectives

- To ensure effective and efficient on-boarding, client coverage and client economics of the team members

- Ensure timely investment and insurance portfolio reviews by VRMs partnering with Investment / Insurance / Wealth specialists in Cluster locations.

- Establish relationships with key acquiring channels such as SME / CEP/IBG/ DBS Experience Centres or business influencers for partnering in hand holding DBS India clients in the Wealth Continuum.

- Ensure service delivery of these clients by ensuring appropriate workflows and processes including digital on-boarding, upgrades, Scan / E-mail based wealth transactions, doorstep banking services, digital and remote account maintenance (Re-KYC / Risk Reviews etc.

- Monitor and review business performance and apply intervention strategies to ensure achievement and sustenance of business growth

- Ensure each VRM maintains and updates the CRM on the status of the leads and clients

Required Experience :

- 5-7 years in Wealth/ Retail Banking / Phone Banking / KPO/Customer Service / Operations with 3-4 years of team handling experience.

- Exposure and Experience of Banking / Broking /Financial services would be desirable

Technical Competencies :

- Understanding of regulatory guidelines on banking policies issued by RBI (local regulations in India) and local laws and regulations that impact businesses in general.

- Understanding of KYC requirements & Anti-money Laundering Policies are critical.

- Knowledge of financial markets and products to assist in meaningful engagement with clients

- Team management experience

- Market and Competitive Knowledge

- Good understanding of marketing and communication principles and the ability to apply them.

Work Relationship :

- Management of VRM teams, ensuring remote coverage and engagement of customers along with team for support.

- Close interaction with Channels / Segments and Wealth Specialists across Clusters to ensure consistent delivery of service and business objectives.

- Close interaction with Product / Platform teams to ensure appropriate training interventions for the team.

- Effective organizer and ability to execute complex simultaneous tasks

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