Senior Customer Experience Manager

1 week ago

Bengaluru, Karnataka, India beBeeDigitalRelationshipManager Full time ₹ 4,50,000 - ₹ 9,00,000

Job Overview

Demonstrate digital capabilities to walk-in customers in Smart Banking Lobbies, addressing their banking queries and requirements through digital means.

  • Cross-sell products to walk-in clients within the SBL catchment, including liability, asset, and card services.
  • Migrate customers digitally by promoting Straight Through Process (STP) and Over the Counter (OTC) products using a Service-to-Sale approach.
  • Enhance client relationships by acquiring family accounts, promoting referrals, and offering advisory services based on customer needs.

Skill Requirements

To excel in this role, you should possess:

  • Strong sales and influencing skills to build rapport with customers.
  • In-depth knowledge of banking products and processes, particularly Portfolio Management.
  • The ability to plan and organize effectively, ensuring timely completion of tasks and achieving business objectives.
  • Excellent communication and interpersonal skills to interact with various stakeholders.
  • A keen understanding of competition and current trends in the financial industry.

Benefits

This role offers a unique opportunity to:

  • Develop your expertise in Portfolio Management and cross-selling techniques.
  • Contribute to the growth of our business by identifying new opportunities and implementing effective strategies.
  • Work closely with a diverse team of professionals, sharing knowledge and best practices.

Professional Certifications and Requirements

To be considered for this position, you should hold:

  • AMFI Certification.
  • IRDA Certification.
  • NCFM Certification (Optional).
  • A minimum of 2-6 years of experience in Portfolio Management or a related field.

Major Stakeholders

You will need to interact with the following key stakeholders:

  • Customers.
  • Branch Banking Team.
  • Regional / Local Marketing Team.
  • Operations.
  • Product Team.
  • Asset Team.
  • Treasury.
  • Credit.
  • Life / General and Health Insurance Partners.
  • AMCs.
  • HDFC Securities.

Key Decision Making & Objectives

Your responsibilities will include:

  • Deciding on daily operations, customer outreach strategies, and promotional activities within the SBL.
  • Ensuring that all Key Objectives set by the Bank are met, including break-even, monthly targets, portfolio growth, and revenue generation.
  • Maintaining an optimal level of Income Generating Product Group Holding (IPGH).
  • Ensuring quality customer service is delivered to SBL customers and resolving customer queries and complaints within TAT.

Sales/Revenue Generation from SBL Catchment

Focus on:

  • Cross-selling products to walk-in clients within the SBL catchment.
  • Generating revenue from non-portfolio customers.

HNW Portfolio Management

Prioritize:

  • Acquiring and enhancing HNW portfolios.
  • Deepening relationships with existing clients.
  • Retaining customers and maintaining portfolio quality/hygiene parameters.

Promotional Activities & Operations

Ensure:

  • Promotional activities are conducted at least once a month in the SBL catchment.
  • Error-free documentation for all account openings and customer instructions.
  • Adherence to KYC/AML norms at all times.
  • Accurate and up-to-date information in the SBL notices.

Keyword: DigitalRelationshipManager

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