Job Description
Job Purpose
This role is responsible for managing Virtual Relationship Managers for the Zone, who will be actively involved in the Distributor engagement, distributor servicing over phone and achievement of the sales target
Job Context & Major Challenges
Job Context /Job Challenges
Retail business is an important arm of the MF business. It helps the AMC garner equity assets, which is the most profitable asset in this business. It also helps in increasing the reach and penetration of various products across various geographies. There are multiple channels involved in this set up; namely-MFD (Mutual fund distributors), ND, PCG & Banking.
MFD Channel is the most critical channel for retail sales, majority bulk business is garnered from this channel. The channel helps us to increase our distribution and ensures our presence across the length and breadth of the country.
PPD-VRM Model-
PPD-VRM will be responsible for servicing the distributors virtually-(Emails/Call)
PPD-VRM also provides virtual support to Sales RM on call
MF Distributors will be mapped to each VRM and they will be the one-point contact for generating business from them virtually.
VRM would need to connect with the distributors using the existing PPD IVR numbers and e-mail ID.
Since this is a virtual model, no meeting in-person is required as of now. As such, a VRM will be functioning from their existing branches.
All necessary trainings of products, selling skills and soft skills will be provided to help them become the virtual relationship manager.
Key Result Areas
KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)
KRA1 Virtual Relationship Sales Management Tracks market share and gross sales (to ensure that the Zone delivers the targets
Drives activation of MFDs to achieve higher sales volumes
Drives ongoing sales from the defined relationships and contribute towards sales achievements
Obtains and analyzes information from market to increase the Activation liaises to increase sales
Profiles distributors and caters to their requirements to ensure ongoing business from them
Daily track the VRM Productivity and business converted
KRA2 Managing Distributor Engagement Conducts joint meetings and contact with the distributors along with the VRMs
Disseminates updates and other product related information in timely manner to the VRMs (via email & connect with distributor)
Organizes and executes trainings for the VRMS and engagements for partners in collaboration with Investor Education
Updates VYMO with requisite information to facilitate information collation and analysis
KRA3 Reporting and compliance Ensures 100% compliance with internal reporting & audit systems
Provides weekly reports, to the VRM Head
KRA4 Manage the distributor servicing process Ensure all the distributor queries are handle and reverted on time
Identify gap areas and prioritize them based on the distributor expectations
Help developing systems to monitor adherence along with Manager
Identify & Implement the existing processes to improve the level of service.
Share / adopt best practices across channels and share new ideas to enhance service offerings
Promote cross selling and upselling of the products
Pass on the Leads to the Sales RM
KRA5 Feedback action planning & Digital adoption Define action plans for implementing the proposed changes.
Improve performance metrics like-Process Efficiency (eg-TAT), productivity, cost saving, customer satisfaction, etc.
Use of technology (CRM, Right fax, IT infrastructure to move the manual interactions in to automated channels).
Enhance distributor experience, increasing efficiency and productivity and overall cost reduction.
Implement the digital adoptions
KRA6 Continuous review of VRM Distributor servicing processes Liaise with CRM team for development.
Liaise with Contact centre operations team for implementation.
Check with the Training and Quality team for standardization and quality of delivery.
KRA7 Complaint and Escalation Management Detailed RCA of Distributor complaints for resolving it.
Follow up with CAMS/Customer service team for resolution to resolve the escalation
Final resolution call to customer for closing the escalation.
