Job Title:
Preferred Relationship Manager
Role Objective:
Responsible for including HNI customers into the Preferred programme and offering them a superior customer experience to enhance the profitability of the relationship by increasing the relationship size, cross selling the right products, acquiring family accounts, retaining and enhancing the relationship. The RM is also responsible for acquiring new to Bank Preferred 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:
Activities
HNW Portfolio Management (Acquiring, Enhancing, Deepening and Retention)
- Liaising with PB/Preferred RM to flag eligible customers from 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 size 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 individual's 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
- The 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
Educational Qualifications
- Graduation
- Post-Graduation
Certifications:
- AMFI Certification
- IRDA Certification
- NCFM Certification (Optional)
Key Skills:
- Sales and Influencing Skills
- Banking Product & Process Knowledge
- NRI Product and Regulatory Knowledge
- Planning and Organizing Skills
- Good Communication skills
- Knowledge of Competition & Current trends in the financial Industry
Experience Required:
- Minimum experience in years: 2 to 6
- Exposure to Portfolio Management segment (Preferred)
Major Stakeholders (intra-team and cross-functional stakeholders):
- Customers
- Branch Banking Team
- Operations
- Product Team
- Asset Team
- Treasury
- Credit
- Life / General and Health Insurance Partners
- AMCs
- HDFC Securities
