Imperia Rm

**Responsibilities**:

- Responsible for managing and driving a team of Virtual Relationship Managers (VRM) handling a portfolio of eligible Imperia and amp.
- Preferred customers in order to achieve the targets set and that all guidelines and regulatory requirements are followed.
- Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer.
- Consistently meet portfolio objectives defined by Viz. sales, income, group product holding, etc.
- Ensure adherence to Operations process aimed at zero defect transaction processing and amp; meeting the Audit and amp.
- Compliance guidelines.
- Responsible for managing, training, and motivating staff.
- All of the above parameters are consistently met by the team of VRMs.
- Income generation through the right blend of enhancement of CASA balance and through the cross-sell of appropriate products.
- So that the VRM becomes the top-of-the-mind recall amongst the customers in the catchment for all their financial needs and services, thereby ensuring that the VRMs also achieve the key performance parameters set.
- Business Achievement and Development for VRM and amp; Team.
- Ensure proper scoping is done and target/niche customers are identified with ACTIVE collaboration from concerned Product/Sales Support Teams.
- Ensure that the targets on liability accounts, through the channel (Branch and direct sales), are met under all parameters specified.
- Meet value target for Liability Balances of the customers.
- Ensure quality of sourcing is maintained and depletion rates are controlled.
- Ensure that Salary credits reach or exceed the expected Salary Credit targets.
- Ensure that all managed portfolios are effectively managed through VRMs and that set targets on each of the portfolios are reached.
- Also, Team Manager has to ensure seamless servicing of customers.
- VRMs are made aware of the Scorecard targets and amp; Portfolio Benchmark.
- Ensure that the High Net worth individuals are persuaded to avail the private banking products and services (advisory, etc. ).
- Ensure that there is cross-sell to the customer on asset products as offered by the Bank.
- Ensure that the customers get credit cards and start using the same for all their transactions
- credit card activation push.
- Income to be generated at a customer level.
- Ensure that cross-sell targets on Third Party Products are met for the Unit.
- Ensure Staff is trained on product knowledge and requisite certifications.
- Engaging with the bottom 20% of performers and identifying areas of improvement and demonstrating the How.
- Review the Daily Sales Report of the staff and provide guidance on ways to improve on the same.
- Managing and monitoring the performance of all the sales resources.
- Productivity of Liability and Non-Liability sales staff.
- Attrition control of customers.
- Includes persuading the customer to continue and if required renew FDs.
- Monitor large amount movements/account closure from the deposit accounts and ensure that customer does not attrite.
- Ensure that the marketing analytics list on possible attrite is called and retained.
- Ensure that there is no revenue leakage.
- Customer Service / Customer engagement.
- Plan monthly/ weekly/ daily contacts for the team of VRMs basis the contact policy and amp; track implementation of the interaction plan.
- Effective planning and amp; implementation of the event-based trigger, birthday calls, campaign calls, and other defined objectives for customer contacts.
- Ensure that VRMs offers the highest quality of service to the customers and meets expected Service Quality standard by educating the customers to use Digital Banking mediums for their banking transactions/needs.
- To review contact attempts versus successful contacts and analyze reasons for non-contactable customers.
- Ensure VRMs make regular contact with customers for service as well as business updates.
- Adequate logging of complaints, Reviewing and amp; Resolving all complaints received (VRM, self, branch, other units) within the stipulated TAT.
- Monitor, all complaints received and ensure that they are closed within TAT.
- Improve customer communication on closures.
- Check with customers if the process of complaint has been managed well.
- Ensure no escalations happen.
- Preventive complaint management.
- Asking for feedback from customers, who are not complaining.
- Discussing with staff the importance of getting feedback from customers on a regular basis.
- Periodic review of customer base i. e. Compatibility.
- Eligibility, Product penetration, and amp; profitability.
- Take appropriate action to activate every customer / improve the product penetration and amp; profitability of the customer to become a Primary Banker for the customer.
- Carry out VoC to assess strengths and to ascertain possible improvement areas of the VRMs basis customer feedback.
- Take appropriate action
- reward the VRM