Role / Job Title: Center Head-Smart Banker
Function/Department: Retail Liabilities
Job Purpose
Center Head-Smart Banker will be leading strategically and building Elite Banker Channel. Incumbent will be responsible for the following: Learning and Development of Elite Banker to drive engagement of Elite Bankers with portfolio and NTB customers to successfully enhance the customer's wallet share with bank. Focus on productivity & profitability through Elite Banker and ensuring superior customer experience and customer stickiness remains intact with the bank through various initiatives & programs. You will report directly to the National Sales Head Elite Banker.
Roles & Responsibilities
- Responsible for driving initiatives and leading Elite Banker Team, to deepen customer relationships to increase customer relationship value and product per customer.
- Empower teams on the ground with various acquisition & engagement initiatives to enhance efficiency. Responsible for budget allocation & various channel initiatives
- Drive various Elite Banker program related initiatives. Successful execution of various triggers & campaigns to increase Cross Sell
- Work with key business stakeholders to create respective product offering for portfolio customers PLSB, OD First, Assets, CCs, Wealth and other products.
- Work with alliance partners and internal stakeholders to build robust customer experience journey as part of the channel and driving maximum customer participation.
- Fully own and drive P&L for the center including book growth, product cross sell, wealth, and end to end servicing for the mapped portfolio.
- Engagement strategy development: Develop and execute engagement strategies and plans to achieve revenue and engagement targets. Identify potential growth opportunities, market trends, and customer needs to enhance engagement effectiveness.
- Drive delivery of superior customer experience of mapped book including owning all related service capabilities and activities
- Set up best practices and operational cadences for performance tracking & reporting in order to drive continuous improvement across productivity, effectiveness, and employee engagement of front line RMs
- Ensure compliance with regulatory requirements, and manage risk effectively .
Secondary Responsibilities
- Define and work with marketing, Product team to design reach out support material targeted collateral, campaign, newsletters, emailers for portfolio customers.
- Ensure that the Elite Banker provide the best customer service to portfolio customers and ensure all processes are followed as laid down within the bank's audit and compliance framework.
- Review program benefits and cost from time-to-time to ensure program profitability and analyze profiler inputs to enrich the program offering from time-to-time.
Managerial & Leadership Responsibilities
- Lead the IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight.
- Monitor and achieve key parameters in employee productivity, hiring quality and attrition rates and make necessary improvements.
- Champion the use of data analytics to power up marketing propositions for liability customers.
Education Qualification
Graduation: Any Graduate
Post Graduation: Any Post Graduate
Experience: 15+ years of experience in leadership position in across allied business .
