Objective:

Responsible for including HNI customers into the Preferred programme, delivering superior customer experience, increasing profitability through relationship deepening, cross-selling, family account acquisition, and customer retention. Also responsible for acquiring new-to-bank Preferred relationships.

Key Responsibility Areas

1. HNW Portfolio Management (Acquiring, Enhancing, Deepening & Retention)

Liaise with PB/Preferred RM to identify eligible customers from Classic/Preferred portfolio.
Acquire new customers who meet product criteria.
Engage regularly with customers to build rapport and update their profiles.
Enhance overall value/book size of the portfolio.
Maintain portfolio hygiene and quality parameters.
Cross-sell bank products based on customer needs.
Conduct joint calls with Supervisor as per process.
Offer advisory services in coordination with PBG.
Control attrition of customers.
Achieve MTD and YTD revenue targets.

2. Operations, Marketing & Processes

Ensure error-free documentation for account opening and customer instructions (e.g., Stop Payments, FD Closures).
Adhere to KYC and AML norms consistently.
Maintain 5-S norms for individual workstation organization.

3. Increase in Wallet Share

Cross-sell bank products to make HDFC Bank a one-stop banking solution.
Drive sales to family members and associates (entire network).
Improve Income Generating Product Group Holding (IPGH).
Increase Product Penetration and CTG (Customer to Group) levels.

4. Customer Service

Deliver high-quality customer service and resolve queries/complaints within TAT.
Inform customers of regulatory/process changes and keep them updated on program features.
Ensure timely customer communication and proactive complaint resolution.
Promote usage of direct banking channels.
Introduce customers to RBH, BM, and PSO for backup support.
Ensure smooth portfolio handover/takeover when applicable.

Direct Channel, (Relationship manager)

Preferred Relationship Manager

PB Classic, Teller, PB Authoriser