RM-EEG-Emerging Enterprises Group

Job Purpose

The Relationship Manager (RM-EEG) is responsible for managing and deepening relationships with emerging enterprise clients. The role focuses on driving business growth by offering a range of financial products while ensuring smooth operations and managing branch relationships. The RM will coordinate lead generation activities, oversee renewals, ensure portfolio management, and actively engage in delinquency management.

Key Responsibilities

1. Branch Management

• Plan Weekly Branch Visits: Organize and detail the coverage for branch visits every week.
• Monthly Branch Meetings: Conduct meetings with branches during morning meetings once a month.
• Lead Generation & Joint Calls: Identify RM/PB customers for leads and joint calls or utilize available branch resources.
• Catchment Area Activity Planning: Plan activities and scope for lead generation in the assigned catchment area.
• Branch Activation & Performance Review: Ensure activation of RM/PB and review branch performance with the Territory Head as needed.
• Motivation & Engagement: Create excitement within branches through spot sanctions, contests, and recognition programs.
• CRM Updates: Review CRM daily for lead updates, follow-ups, and ensure timely updates with follow-up dates.
• Documentation: Record branch meetings via platforms like Cogent and emails.

2. Lead Generation & Logins

• Target Calls & Appointments: Achieve a target of 2 calls per day and 2 appointments per day.
• Customer Communication: Send communication to customers regarding required documents.
• Document Collection & Follow-ups: Follow up on calls made for document collection, ensuring completeness.
• Financial Review: Review financials and bank statements for churn, bounces, and interest servicing.
• Property & Legal Documents: Collect property documents for legal/valuation and ensure completeness.
• KYC & Documentation: Ensure completion of KYC and clarify customer queries post-discussion.
• SPE & File Submissions: Update SPE and submit the file to operations for scanning and legal/valuation submissions.
• Customer & Valuer Coordination: Coordinate with customers and valuers for necessary checks and documentation.
• Reference Leads: Collect reference leads from buyer/supplier and follow up for necessary actions.

3. Cross-Selling

• Comprehensive Product Offering: Act as the one-stop shop for EEG clients, offering a full range of financial products, such as Insurance, CASA, Credit Cards, and other asset products.
• Lead Monitoring & Tracking: Track and monitor leads to ensure conversions.

4. Renewals

• Monthly Renewal Tracking: List renewals for the next two months and begin work in advance.
• Document Collection for Renewals: Send mails to customers for required documents and follow up twice a week.
• Document Completeness Check: Verify the completeness of renewal documents and assess financials for discrepancies.
• Renewal Follow-ups: Address issues or discrepancies through customer discussions, and ensure timely submission of documents to operations for scanning.
• Renewal Extensions: For overdue renewals with valid delays, apply for extensions.

5. CAM Conditions & OBA Review

• OBA & CAM Review: Perform churn reviews for OBA and review conditions once a month.
• OBA Waiver: Review justification for OBA waiver and present to the authority.
• OBA Closure & Penalty Communication: Inform customers about OBA closures or levy of penalties when applicable.
• CAM Conditions Review: Regularly review CAM conditions and communicate with the customer.

6. Call Memos

• Tracking & Review: List call memos due for the quarter and ensure timely review.
• Review ASR/ACR/Deferrals: Assess ASR/ACR, CAM conditions, and deferrals for customers.
• Customer Interaction: Meet with customers to understand issues and update call memos for endorsement and noting.

7. Portfolio Management & Housekeeping (HK)

• Reduce HK Items: Minimize and close critical and high-aging housekeeping items.
• Stock Insurance/Property Insurance: Communicate premium requirements to customers, collect necessary documents, and submit them to operations.

8. Delinquency Management

• Customer Call for Servicing Interest: Initiate customer calls for servicing interest based on the severity of each case.
• Communication & Follow-ups: Regularly email and follow up with both branches and customers.
• Personal & Joint Visits: Arrange personal visits to customers and joint visits with credit managers for severe cases.
• Continuous Follow-up: Conduct rigorous follow-up for delinquent accounts.

9. Complaint Management

• Complaint Analysis & Resolution: Analyze customer complaints, engage with customers, and resolve issues.

Educational Qualifications

• Mandatory: Graduate (preferably in Business or Finance)
• Preferred: C.A., MBA, or similar post-graduate qualifications

Key Skills

• Sales & Influencing Skills
• Banking Product & Process Knowledge
• Strong Planning & Organizational Skills
• Excellent Communication Skills
• Coordination with Multiple Teams
• Ability to Work Under Pressure

Major Stakeholders

• Branch Banking Team
• Operations Team
• Product Team
• Credit Team