Relationship Manager - EEG Department ( Working Capital)

To run initiatives in line with key objectives of the Business in order to attain the banks objective of business leadership.

Key Responsibility Areas:

Branch Management:

• Plan branch visits detailing weekly coverage.
• Meet with each branch during their morning meeting once a month.
• Scope RM/PB customers for lead/joint calls OR utilize available branch resources for leads/joint calls.
• Plan catchment area activity/scoping for lead generation/joint calls.
• Ensure RM/PB activation from the above activities and review branch performance/resource-wise performance/review with CH as and when required.
• Create excitement in branches through spot sanctions/contests/recognition programs.
• Check CRM daily and review leads/update follow-up leads with dates.
• Document branch meetings through Cogent/mails.

Lead generation/logins:

• Plan activities to achieve 2 calls per day/2 appointments per day.
• Send communication to customers regarding required documents.
• Follow up on calls made for documents/arrange for document pickup.
• Check documents for completeness.
• Review financials/bank statements for churn/bounces/interest servicing.
• Collect property documents for legal/valuation - check for completeness, chain documents, etc.
• Handle KYCs.
• List points to be clarified with the customer.
• Fill in FAQs post-customer discussion.
• Update SPE.
• Submit files to operations for scanning.
• Submit documents for legal/valuation.
• Coordinate with customer/valuer.
• Buyer/supplier reference check -----> Reference leads.

Cross Selling:

• Be the primary point of contact for EEG clients, providing a suitable range of financial products (Insurance, CASA, Credit Cards, Other Assets Products) as needed.
• Monitor and track leads.

Renewals:

• List renewals every month for the next two months.
• Work on renewals in advance.
• Email respective customers regarding required renewal documents.
• Follow up weekly (twice) for documents.
• Arrange for document collection.
• Check documents for completeness.
• Study financials/bank statements/churn/interest servicing/aberrations from stated numbers.
• Speak to customers to address issues/aberrations.
• Update SPE.
• Hand over to operations for scanning.
• Follow up on post-login formalities.
• For overdue renewals with genuine delays, submit for extensions.

CAM conditions review/OBA review:

• Conduct churn review for OBA once a month.
• Conduct conditions review once a month.
• If OBA waiver is required, check justification/churn and submit to the authority.
• If no waiver, inform the customer about OBA closure/levy of 2% penalty.
• Apply the same process for CAM conditions.

Call Memos:

• List call memos due for the quarter.
• Review ASR/ACR/CAM conditions/deferrals for customers.
• Meet with customers to understand their business/issues.
• Upload call memos in Shock and Awe for endorsement/noting.

Portfolio Management and Housekeeping (HK):

• Reduce HK.
• Close critical and high aging items.

Stock insurance/property insurance:

• Communicate the premium to the customer after listing pendency.
• Collect necessary documents.
• Submit to OPS.

Delinquency management:

• Depending on case severity:
• Customer call for servicing interest.
• Email communication to Branch & customer.
• Personal visit to customer / Joint visit with Credit Manager.
• Rigorous follow-up.

Complaints : CRM / MD / PNO / CRO:

• Analyze complaints.
• Seek resolution after discussing with the customer.