Preferred Relationship Manager
Key Result / Responsibility Areas :
- 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 FD's
- 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
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