Role & Responsibilities – Team Lead (Liabilities & Wealth Management)
Team & Business Management
- Effectively manage a team of Relationship Managers (RMs) to meet organizational goals related to liability book growth, fee income, and portfolio quality.
- Provide ongoing guidance, mentoring, and coaching to RMs to ensure delivery of a superior customer experience.
- Monitor and drive adherence to the operating rhythm cadence, ensuring regular customer interactions and relationship deepening.
Customer Engagement & Service
- Conduct joint client meetings with RMs to support business conversions and strengthen client relationships.
- Manage customer complaints and service issues to ensure satisfactory closure within defined TAT.
- Ensure RMs connect with 100% of the mapped client base to drive comprehensive relationship coverage.
Portfolio Management
- Focus on improving portfolio quality by ensuring correct customer segment fitment, balance growth, and cross-selling of both financial and non-financial products.
- Monitor attrition levels in both New-to-Bank (NTB) and Existing-to-Bank (ETB) portfolios and take preventive actions.
- Drive product per customer/family enhancement by coaching RMs on structured sales processes and customer profiling.
Compliance & Sales Supervision
- Conduct regular supervisory reviews and ensure accurate customer profiling for better product alignment.
- Ensure mapped RMs adhere to sales and service process guidelines and are compliant with certification and training requirements.
- Provide investment advisory oversight, ensuring customers receive suitable and compliant recommendations.
Cross-functional Collaboration
- Collaborate with Branch Heads, Cluster Heads, Circle Business Managers, and Product Teams (e.g., TPP, Assets, CBG, RFR) to achieve shared business goals.
- Partner with various stakeholders to design action plans, drive central office initiatives, and meet organizational objectives.
People Development
- Lead recruitment and onboarding of new RMs.
- Ensure timely completion of mandatory certifications for all RMs.
- Coach and develop team to build pipeline through referrals and support NTB acquisitions.
