Job Purpose
To build and manage relationships with Classic program clients, ensuring optimum customer acquisition, retention, and income generation from the sales of all appropriate assets, liability, and cash management products offered by the bank.
Job Responsibilities
1. HNW Portfolio Management
- Identify existing branch customers who meet Classic program criteria and flag them on the system for upgrade.
- Acquire new customers who meet the product criteria and flag them on the system for inclusion in the program.
- Regularly interact with customers to build relationships and understand their profiles.
- Achieve Month-to-Date (MTD) and Year-to-Date (YTD) revenue targets.
- Enhance the value/book size of the portfolio.
- Achieve top-line targets for products like Liability, Mutual Funds (MF), etc.
- Cross-sell liability products such as CASA, Foreign Exchange (FX), Quickremit, etc.
2. Operations, Marketing & Processes
- Monitor inward remittances and foreign currency check realization.
- Contact at least 15 unique customers daily for sales calls.
- Update CRM with call details, including purpose, discussions, outcomes, and follow-up dates.
- Update any Event-Based Triggers (EBTs) or relevant client-related processes like LTR.
- Handle service requests for program clients efficiently.
- Ensure the certification of documentation required for opening and maintaining customer accounts.
- Follow all NR Desk-related processes (e.g., Day Plan, Fee Plan, and any other updates communicated).
3. Increase in Market Share
- Look for opportunities to cross-sell other products of the bank, ensuring that HDFC Bank is a one-stop-shop for all banking needs of NRI customers.
- Focus on product penetration and contribute towards the growth of Income Generating Product Group Holding (IPGH).
- Enhance client's Customer-to-Group (CTG) level and ensure that the Customer Group's profitability is achieved.
4. Customer Service
- Ensure high-quality customer service and resolve all customer queries and complaints within the same day.
- Keep customers informed about any regulatory or process changes.
- Update clients regularly about the features of the program.
Educational Qualifications
- Minimum Qualification: Graduation
- Preferred Qualification: Post-Graduation
Certifications (Optional)
- AMFI Certification
- IRDA Certification
- NCFM Certification
- CAIIB (Certified Associate of Indian Institute of Bankers)
- Internal Certification (NR Modules)
Key Skills
- Sales and Influencing Skills
- Banking Product & Process Knowledge
- NRI Product and Regulatory Knowledge
- Planning and Organizing Skills
- Strong Communication Skills
- Knowledge of Competition and Current Trends in the Financial Industry
Experience Required
- Minimum Experience: 2 years
- Preferred Experience: Exposure to the NRI segment
Major Stakeholders
- Customers
- Branch Banking Team
- Operations
- NR Product Team
- Treasury
- HLIC (HDFC Life Insurance Company)
- Insurance CAM (Channel Account Manager)
- MF Fund Houses Personnel
- HSL (HDFC Securities Limited)
