Key Responsibility Areas:
Activities:
- Key Decision Making & Key Objectives Engagement:Take key decisions related to the day-to-day operations of the mapped SBL, customer contacts, outreach strategies, and promotional activities in and around the SBL.
- Ensure all key objectives set by the Bank for SBL are met, including break-even, monthly targets, showcasing digital products and digitally migrating customers, portfolio growth, and generating references for setting up SBLs in sister concerns/associated locations.
- Sales/ Revenue generation from SBL Catchment (Non-portfolio Customers):Cross-sell products (Liability, Asset, TPP, Cards, etc.) to walk-in clients in and around the SBL's immediate catchment.
- Acquire family accounts of walk-in customers.
- Promote and sell Straight Through Process (STP) and Over the Counter (OTC) products using a Service to Sale approach.
- Generate references for prospective Portfolio clients.
- Actively participate in and spearhead promotional marketing activities in the SBL catchment to generate sales/leads.
- HNW Portfolio management within and nearby SBL (Acquiring, Enhancing, Deepening and Retention):Acquire new customers who meet product criteria.
- Regularly interact with customers to build rapport and update their profile.
- Enhance the overall value/book size of the portfolio.
- Maintain the overall quality/hygiene parameters of the portfolio.
- Cross-sell bank products based on customer needs.
- Conduct joint calls with supervisors as per defined processes.
- Offer advisory services based on requirements in coordination with PBG.
- Control customer attrition.
- Achieve MTD and YTD Revenue Targets.
- Regularly meet key individuals within the catchment to increase their banking relationship.
- Promotional Activities / Operations and Process management:Conduct promotional activities at least once a month in and around the SBL catchment to generate sales and leads for potential customers.
- Ensure error-free documentation for all account openings and customer instructions.
- Adhere to KYC/AML norms at all times.
- Ensure notices in the SBL are updated.
- Ensure the general upkeep of the SBL and SBL signage.
- Report business outcomes and general updates on SBL business/service issues (if any) to the supervisor.
- Increase in wallet share:Identify opportunities to cross-sell other bank products to ensure HDFC Bank is a one-stop shop for all Imperia customer banking needs.
- Drive sales to family members and associates (all network).
- Ensure optimal levels of Income Generating Product Group Holding (IPGH) are reached.
- Product Penetration & contribution towards focused product:Ensure that an optimal level of Income Generating Product Group Holding (IPGH) is reached.
- Enhance clients Customer To Group (CTG) level.
- Customer Service (Portfolio + SBL walk-in):Ensure quality customer service is delivered to SBL customers and that queries and complaints are resolved within TAT.
- Inform SBL customers about any regulatory or process changes. Keep portfolio customers updated on program features.
- Ensure timely customer communication on requests and concerns raised.
- Proactively manage complaints through customer feedback.
- Promote all direct banking channels and ensure customer utilization.
- Promote WOW journeys and migrate customers to digital channels for product and service usage.
- Ensure smooth transition during handover/takeover of the portfolio in case of a change.
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: 2 to 6 years
- Exposure to Portfolio Management segment (Preferred)
Major Stakeholders:
- Customers
- Branch Banking Team
- Regional / Local Marketing Team
- Operations
- Product Team
- Asset Team
- Treasury
- Credit
- Life / General and Health Insurance Partners
- AMC's
- HDFC Securities
