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Branch Relationship Head

3 months ago

Ahmedabad, India Axis Bank Full time

About the Role:

The candidate will be expected to manage a team of 5-7 RMs and will be responsible to guide and mentor them for better customer engagement. Key roles will include customer portfolio management (ETB and NTB, salaried, savings, NR, etc.), review of overall RM portfolio performance and driving initiatives to improve book growth, increase product cross-sell and enhance customer experience.

Key Responsibilities :

- To effectively manage a team of 5-7 RMs and ensure that they meet the organizational goals of liability book growth, fee income and portfolio quality metrics

- Guide and mentor to the relationship managers to deliver superior customer experience

- Ensuring RMs are meeting the right set of customers and following the operating rhythm cadence as defined

- To carry out regular supervisory review cadence as defined

- Doing joint calls with mapped relationship managers to augment business conversions

- Customer complaints and service issues management to ensure satisfactory closure within the defined TAT

- SMFocus on portfolio quality by way of appropriate customer segment fitment, balance growth to maintain true customers and focus on cross-sell of non-financial and financial products

- Focus on driving RMs to broad-base customer relationship management by way of connect with 100% of the mapped book

- Provide clarity of business objectives to the mapped RMs

- Monitoring sales and service processes of the RMs

- Complete ownership of KRAs of Mapped RMs and Senior RMs across NR, Priority and Burgundy

- Manage and control attrition in the NTB and ETB mapped book of the RMs

- Increase the liability book size of NTB and ETB customers mapped to the reporting RMs

- Improve the product per customer/ family by guiding RMs on the operating rhythm and the sales process

- To enhance and retain customer profitability by capturing larger share of wallet

- Ensure all customers are accurately profiled

- Ensure right products and investment advisory services are provided to the customers by the mapped RMs

- Ensure RMs are trained and well equipped with data and products to handle customer requirements and service requests

- Recruitment and training of the relationship management team

- Ensure timely certifications for all mapped RMs

- Work closely with the Branch Heads, Cluster Heads and Circle Business Managers to design action plans and drive CO agendas, initiatives and organizational goals

- To aggressively and cohesively work with different products teams like TPP, Assets, CBG, RFR etc. and help generate business from the mapped book of the RMsTo assist RMs to accelerate NTB acquisitions by help building referrals and pipeline for new accounts

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