Role & responsibilities

Job description

To effectively manage a team of RMs and ensure that they meet the organizational goals of liability book growth, fee income and portfolio quality metrics.
Guide and mentor to the relationship managers to deliver superior customer experience
Ensuring RMs are meeting the right set of customers and following the operating rhythm cadence as defined
To carry out regular supervisory review cadence as defined
Doing joint calls with mapped relationship managers to augment business conversions
Customer complaints and service issues management to ensure satisfactory closure within the defined TAT
SMFocus on portfolio quality by way of appropriate customer segment fitment, balance growth to maintain true customers and focus on cross-sell of non-financial and financial products
Focus on driving RMs to broad-base customer relationship management by way of connect with 100% of the mapped book
Provide clarity of business objectives to the mapped RMs
Monitoring sales and service processes of the RMs
Complete ownership of KRAs of Mapped RMs and Senior RMs across NR, Priority and Burgundy
Manage and control attrition in the NTB and ETB mapped book of the RMs
Increase the liability book size of NTB and ETB customers mapped to the reporting RMs
Improve the product per customer/ family by guiding RMs on the operating rhythm and the sales process
To enhance and retain customer profitability by capturing larger share of wallet
Ensure all customers are accurately profiled
Ensure right products and investment advisory services are provided to the customers by the mapped RMs
Ensure RMs are trained and well equipped with data and products to handle customer requirements and service requests
Recruitment and training of the relationship management team
Ensure timely certifications for all mapped RMs
Work closely with the Branch Heads, Cluster Heads and Circle Business Managers to design action plans and drive CO agendas, initiatives and organizational goals
To aggressively and cohesively work with different products teams like TPP, Assets, CBG, RFR etc. and help generate business from the mapped book of the RMs
To assist RMs to accelerate NTB acquisitions by help building referrals and pipeline for new accounts

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