Infiniti Relationship Manager

Responsible for including Ultra-HNI customers into the Infiniti programme and offering them a superior customer experience to enhance the profitability of the relationship by increasing the Total relationship value (TRV) size, Penetration of the right income products, acquiring family a/cs, retaining and enhancing the relationship. The RM is also responsible for acquiring new to Bank Infiniti / 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 / Imperia RM to flag eligible customers from Classic/ Preferred/ Imperia portfolio
• Acquire new customers who meet product criteria on Total Relationship Value (TRV)
• Regular interaction with the customer to build rapport to understand and update the profile.
• Enhance the Overall value/book size of the portfolio
• Priority servicing of the customers
• Maintain the overall quality/ Customer experience / 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 on regular basis
• Advisory / Wealth services to be offered based on the requirement in coordination with Wealth.
• 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
• Acquire entire family banking relationship and addition to existing groups
• 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 Wealth RH/ RBH / BM and SRM (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 to avoid customer inconvenience

Educational Qualifications

Key Skills

• Post-Graduation

Certifications:

• AMFI Certification
• IRDA Certification
• NCFM Certification (Optional)
• Customer Relationship Management Certifications (from IIM B)
• Sales and Influencing Skills
• Banking Product & Process Knowledge
• NRI Product and Regulatory Knowledge
• Planning and Organizing Skills
• Good Communication skills
• Financial planning and customer relationship management
• Knowledge of Competition & Current trends in financial Industry
• Proper grooming and attire

Experience Required:

• Minimum experience in years 5 to 10
• Exposure to Portfolio Management segment (Imperia / Infiniti)

Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)

• Customers
• Branch Banking Team
• Operations
• Product Team
• Asset Team
• Treasury
• Credit
• Life / General and Health Insurance Partners
• AMC's
• HDFC Securities
• Wealth
• HNW Product Team
• Digital banking team