Virtual Relationship Manager - Mumbai

Aditya Birla Group

India

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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.