Relationship Manager

4 weeks ago

Coimbatore Tamil Nadu India, Tamil Nadu GramPro Business Services Pvt. Ltd. Full time

We are Hiring for a Scheduled Commercial Bank


Position: Service Delivery Associate (SDA) – Non-Cash (Aspire)

Reports to:

Service Delivery Manager (or Branch Manager where no SDM is present)

Brief Description:

The role involves providing superior customer service, managing and enhancing relationships with Aspire Banking segment customers, acquiring new customers, and cross-selling various financial products and services.

Key Job Responsibilities:

Business Deliverables:

  • Maintain Product Holding Ratio, channel enrollment, and data quality as per assigned benchmarks.
  • Drive Existing Relationship Value (ERV) and New-To-Bank (NTB) growth as per set targets.
  • Achieve overall deposits growth and fee-based income (Life Insurance, General Insurance, Trade Forex, Assets, Mutual Funds, etc.).
  • Obtain certification on all products offered through the branch.
  • Ensure strict adherence to KYC, AML, and internal compliance policies.

Customer Service:

  • Deliver excellent customer service within defined Turnaround Times (TAT) and complaint management norms.
  • Maintain branch ambiance, mandatory displays, and overall customer experience.
  • Ensure adherence to BSOPM, compliance, and audit guidelines with satisfactory internal/external audit results.
  • Provide accurate product information and timely resolution of customer issues.
  • Record and resolve customer complaints within stipulated timelines.
  • Engage in preventive complaint management and proactively collect customer feedback.
  • Promote digital and direct banking channels and ensure customer adoption.

Portfolio Management:

  • Manage and grow the Aspire Banking Customer Portfolio (subject to portfolio creation in the branch).
  • Identify eligible customers and upgrade them under the Aspire Banking program.
  • Deepen customer relationships by ensuring primary banking status and offering relevant products.
  • Conduct regular customer interactions to identify financial needs and provide suitable solutions.
  • Cross-sell to family members and associates within grouped relationships.
  • Achieve portfolio-level benchmarks on contactability, family grouping, cross-sell ratio, and channel activation.
  • Meet all portfolio performance metrics and income benchmarks.

Education:

  • Graduation (minimum 50%)

Competencies:

  • Sales and Influencing Skills
  • Knowledge of Banking Products & Processes
  • Planning and Organizing Skills
  • Strong Communication and Interpersonal Skills
  • Customer Service Orientation
  • Customer Portfolio Management

Preferred Certifications:

  • AMFI Certification
  • IRDA Certification

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