Relationship Manager

4 weeks ago

New Delhi, India GramPro Business Services Pvt. Ltd. Full time

We are Hiring for a Scheduled Commercial BankPosition: 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 ManagementPreferred Certifications:- AMFI Certification - IRDA Certification

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