Branch Relationship Head
2 days ago
The ideal candidate will be responsible for leading a team of 5-7 Relationship Managers and guiding them to deliver exceptional customer experiences. Key responsibilities include managing customer portfolios, reviewing RM performance, and driving initiatives to improve book growth, cross-sell, and customer satisfaction.
Key Responsibilities:
- Manage a team of 5-7 RMs to meet organizational goals of liability book growth, fee income, and portfolio quality metrics
- Guide and mentor RMs to deliver superior customer experiences
- Ensure RMs meet the right set of customers and follow the operating rhythm cadence
- Carry out regular supervisory review cadence
- Joint calls with mapped RMs to augment business conversions
- Customer complaints and service issues management
- Focus on portfolio quality through customer segment fitment and balance growth
- Drive RMs to broad-base customer relationship management
- Provide clarity of business objectives to mapped RMs
- Monitor sales and service processes of RMs
- Complete ownership of KRAs of mapped RMs and Senior RMs
- Manage and control attrition in the NTB and ETB mapped book of RMs
- Increase liability book size of NTB and ETB customers mapped to RMs
- Improve product per customer/family by guiding RMs on operating rhythm and sales process
- 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 customers by 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 Branch Heads, Cluster Heads, and Circle Business Managers to design action plans and drive CO agendas, initiatives, and organizational goals
- Aggressively work with different products teams to generate business from the mapped book of RMs
- Assist RMs to accelerate NTB acquisitions by building referrals and pipeline for new accounts
Qualifications:
Optimal qualification for success on the job is:
- Post-grad required
- 7-9 years+ experience in Banking/Financial services preferably in branch banking role and who has been in a leadership role of a similar nature
Role Proficiencies:
For successful execution of the job, the candidate should possess the following:
Knowledge
- Knowledge of banking sector
- Banking products and process knowledge
- NRI Product and Regulatory knowledge
Leadership
- Ability to manage a team of 5-7 RMs, should be able to collaborate with different branch banking and CO roles
Skills
- Sales and Influencing Skills, Planning and Organizing Skills, Good Writing Skills, Comfort with Power Point and Excel, Fluency in English and Good Inter-Personal Skills
Abilities
- Should be a self-motivated, capable of collaborating, networking and influencing various stakeholders and departments to get the work done
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