Role Overview:
The Team Lead – Relationship Management is responsible for managing a team of Relationship Managers (RMs) across customer segments such as NR, Priority, and Burgundy. The role focuses on driving liability book growth, enhancing customer experience, ensuring strong portfolio quality, and mentoring RMs to meet business and service objectives effectively.
Key Responsibilities:
Team Leadership & Performance Management
- Lead a team of Relationship Managers and ensure achievement of targets related to liability book growth, fee income, and portfolio quality
- Provide clarity on business objectives and own the KRAs of all mapped RMs
- Conduct regular performance reviews and joint calls to support and monitor RMs progress
Customer Experience & Service Excellence
- Guide RMs in delivering superior customer service and resolving customer complaints within defined TAT
- Ensure 100% customer coverage through deep engagement strategies
- Promote accurate customer profiling and segment fitment to maintain high portfolio quality
Sales & Business Development
- Drive NTB and ETB growth in liability book and increase wallet share from existing customers
- Encourage cross-selling of both financial and non-financial products through regular engagement and operating rhythm
- Improve product-per-customer ratio by ensuring appropriate solutions and advisory are provided
Training, Recruitment & Capability Building
- Recruit, train, and certify Relationship Managers on time as per role requirements
- Conduct knowledge sessions and ensure RMs are equipped with necessary tools, product knowledge, and customer insights
Collaboration & Strategic Initiatives
- Work in alignment with Branch Heads, Cluster Heads, and Circle Business Managers to design and implement business action plans
- Collaborate with product teams like TPP, Assets, CBG, RFR, etc., to generate business from the mapped portfolio
- Support RMs in NTB acquisition through referrals and lead generation
Governance & Process Monitoring
- Ensure strict adherence to sales and service processes defined by the bank
- Drive rhythm-based supervision, including regular cadence and reviews for sustained performance and customer engagement
