Roles And Responsibilities

Job Purpose

Responsible for including HNI customers into the HNW Programe 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/c's ,retaining and enhancing the relationship. The RM is also responsible for
Acquiring new Bank's HNW relationships.
To be 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.

(HNW Portfolio Management - Acquiring, Enhancing, Deepening and Retention)

Liaising with branch staff to flag eligible customers form HNW/ NRI portfolio
Acquire new customers who meet product criteria
Regular interaction with the customer to build rapport to understand and update the profile.
Enhance the Overall value/book size of the portfolio
Maintain the overall quality / hygiene parameters of the portfolio
Cross selling products of the bank based on the customer need
Joint calls being done along with Supervisor as per defined process
Advisory services to be offered based on the requirement
Achieving MTD and YTD Revenue Targets
Attrition control of customers

Operations, Marketing & Processes

Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc)
Ensure KYC / AML norms are adhered to at all points of time
Ensure that norms are adhered to for individuals workstation

Increase In Wallet Share

Look for opportunities to cross sell any other product of the Bank, to ensure that Bank is a one stop shop & solution for all banking needs of the HNW Customer
Sales to family members and associates (all network)
Ensure that optimal levels of Income generating is reached
Product Penetration & contribution towards focused product

Customer Service

Ensure quality customer service is delivered. All customer queries and complaints are being resolved within TAT.
Customer is informed about any regulatory or process change. Keep the customer updated on program features.
Ensure timely customer communication on requests and concerns raised.
Proactive complaint management through feedback from customers.
Promoting all direct banking channels and ensuring that the customer is utilizing the same
Ensure smooth transition of handover/takeover of the portfolio

Key Skills

NRI Relationship Manager