Virtual Relationship Manager Lead

Position OverviewYou will be responsible to manage a team of Virtual Relationship Managers (VRMs). This team will promotestock market products and grow digital revenue through virtual channels. You will be responsible forsetting team goals, creating revenue strategies, and ensuring optimal performance through clientactivation, revenue generation and client retention strategies. You will play a key role in scaling digitalrevenue, optimizing customer journeys for activations, and providing leadership to ensure that the teammeets both individual and team-wide targets.Key Responsibilities:1) Lead a High Impact Team:• Lead, manage, and motivate a team of Virtual Relationship Managers to achieve revenue growthand client activation goals for stock market products like Equities, F&O, Commodities, MTF, ETFs,Mutual Funds, IPOs, NFOs, Bonds, Investment Baskets, Structured Products, Fixed Income Products,Insurance, etc.• Set clear performance targets for VRMs, conduct regular performance reviews, and ensurealignment with overall digital revenue growth objectives• Develop coaching, training, and mentorship programs to enhance the skill set of your team,including virtual selling, client relationship management, and market knowledge• Foster a collaborative and results-driven culture among the team to ensure high morale,engagement, and productivity• Ensure that the VRMs deliver a high level of personalized service, answering queries, resolvingissues, and addressing concerns effectively in a virtual environment• Work with the team to implement customer feedback loops, ensuring that client satisfaction iscontinuously improved and feedback is acted upon2) Performance Management:• Establish key performance indicators (KPIs) for the VRMs and ensure targets related to customeracquisition, product sales, and revenue growth are met• Train and empower VRMs on the latest sales techniques and product knowledge to improve digitalclient interactions and drive conversions• Use data-driven insights to monitor performance, track progress, and identify areas ofimprovement.• Conduct regular one-on-one meetings with VRMs to provide feedback, address challenges, andensure ongoing professional development• Lead by example by actively participating in virtual calls with clients, handling high-value clients,and addressing escalations• Drive the adoption of new technologies that enhance the virtual customer experience, such as AIdrivenChatbots, digital advisory platforms, and automated email campaigns• Provide guidance to VRMs on regulatory compliance, internal policies, and best practices formaintaining trust with clients• Monitor and mitigate risk associated with virtual interactions, ensuring that clients are wellinformedof risks involved in stock market products3) Digital Revenue Growth Strategy:• Develop digital product bundles, and special offers to attract new customers and increase revenuefrom existing clients• Monitor digital revenue performance, analyse data and trends, and adjust strategies to ensureconsistent revenue growth from digital channels• Create and implement comprehensive digital revenue strategies aimed at promoting and sellingstock market-related products4) Client Activation & Retention:• Work with the VRMs to design and execute customer acquisition strategies through digitaltouchpoints, including online consultations, webinars, and virtual product demos• Guide the team in delivering personalized virtual interactions, ensuring the identification of clientneeds and the provision of suitable stock market products• Develop and execute strategies to increase client retention, enhance engagement, and maximizelifetime value through continuous digital interactions5) Data Analysis & Reporting:• Monitor key metrics, including Average revenue per user, return on Investment, Customer LifetimeValue and customer engagement levels• Use data analytics tools to measure the success of digital initiatives and VRM activities, adjustingstrategies and tactics as needed• Provide detailed reports to senior leadership regarding the teams progress toward meeting digitalrevenue goals and client growthPersonal Skills:1) Exceptional Verbal, Written Communication and Presentations Skills2) Familiarity with trading platforms, stock market operations, and deep understanding of Financialproducts3) Ability to drive performance through virtual coaching and digital tools4) Strong analytical and data-driven decision-making skills with the ability to generate insights fromperformance metrics5) Should have strong networking & relationship building skills6) Excellent client relationship skills with a focus on delivering value and ensuring customersatisfaction7) Organised, high energy, results driven, superior problem solving skills & high attention to detailing