Preferred Relationship Manager

Objective:

Responsible for including HNI customers into the Preferred programme, delivering superior customer experience, increasing profitability through relationship deepening, cross-selling, family account acquisition, and customer retention. Also responsible for acquiring new-to-bank Preferred relationships.

Key Responsibility Areas

1. HNW Portfolio Management (Acquiring, Enhancing, Deepening & Retention)

• Liaise with PB/Preferred RM to identify eligible customers from Classic/Preferred portfolio.
• Acquire new customers who meet product criteria.
• Engage regularly with customers to build rapport and update their profiles.
• Enhance overall value/book size of the portfolio.
• Maintain portfolio hygiene and quality parameters.
• Cross-sell bank products based on customer needs.
• Conduct joint calls with Supervisor as per process.
• Offer advisory services in coordination with PBG.
• Control attrition of customers.
• Achieve MTD and YTD revenue targets.

2. Operations, Marketing & Processes

• Ensure error-free documentation for account opening and customer instructions (e.g., Stop Payments, FD Closures).
• Adhere to KYC and AML norms consistently.
• Maintain 5-S norms for individual workstation organization.

3. Increase in Wallet Share

• Cross-sell bank products to make HDFC Bank a one-stop banking solution.
• Drive sales to family members and associates (entire network).
• Improve Income Generating Product Group Holding (IPGH).
• Increase Product Penetration and CTG (Customer to Group) levels.

4. Customer Service

• Deliver high-quality customer service and resolve queries/complaints within TAT.
• Inform customers of regulatory/process changes and keep them updated on program features.
• Ensure timely customer communication and proactive complaint resolution.
• Promote usage of direct banking channels.
• Introduce customers to RBH, BM, and PSO for backup support.
• Ensure smooth portfolio handover/takeover when applicable.