Imperia Relationship Manager

Location: Delhi And Mumbai

Experience: 5 to 12 years

Job Purpose

Responsible for including HNI customers into the Imperia programme and offering them a superior customer
experience to enhance the profitability of the relationship by increasing the relationship , cross selling the
right products, acquiring family a/c's ,retaining and enhancing the relationship. The RM is also responsible for
acquiring new to Bank Imperia 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.

Key Responsibility Areas : 6 8 Areas
Activities
HNW Portfolio Management
(Acquiring, Enhancing, Deepening and
Retention)

∙Liaising with PB/ Preferred RM to flag eligible
customers form Classic/ Preferred 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 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 in coordination with PBG.
∙Attrition control of customers
∙Achieving MTD and YTD Revenue Targets

∙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 5-S 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 HDFC Bank is a
one stop shop & solution for all banking needs of
the Imperia Customer
∙Sales to family members and associates (all
network)
∙Ensure that optimal levels of Income generating
Product Group Holding (IPGH) is reached
∙Product Penetration & contribution
towards focused product

∙Ensure that an optimal level of Income generating
Product Group Holding (IPGH) is reached.
∙Enhance client's Customer To Group ( CTG ) level
∙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
∙Ensuring that customers are introduced to the RBH
/ BM and PSO (PBA in case of a non PSO branch) so
that there is back up when the customer visits the
branch and the RM is out
∙Ensure smooth transition of handover/takeover of
the portfolio