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Branch Relationship Head

1 month ago

Mumbai, Maharashtra, India Axis Bank Full time

The ideal candidate will be responsible for managing a team of 5-7 Relationship Managers and guiding them to deliver superior customer experience. Key responsibilities include customer portfolio management, review of overall RM portfolio performance, and driving initiatives to improve book growth, increase product cross-sell, and enhance customer experience.

Key Responsibilities:

  • Manage a team of 5-7 RMs and ensure they meet organizational goals of liability book growth, fee income, and portfolio quality metrics.
  • Guide and mentor RMs to deliver superior customer experience.
  • Ensure RMs are meeting the right set of customers and following the operating rhythm cadence as defined.
  • Carry out regular supervisory review cadence as defined.
  • Do joint calls with mapped RMs to augment business conversions.
  • Manage customer complaints and service issues to ensure satisfactory closure within the defined TAT.
  • Focus on portfolio quality by way of appropriate customer segment fitment, balance growth to maintain true customers, and focus on cross-sell of non-financial and financial products.
  • Drive RMs to broad-base customer relationship management by way of connect with 100% of the mapped book.
  • Provide clarity of business objectives to the mapped RMs.
  • Monitor sales and service processes of the RMs.
  • Take complete ownership of KRAs of Mapped RMs and Senior RMs across NR, Priority, and Burgundy.
  • Manage and control attrition in the NTB and ETB mapped book of the RMs.
  • Increase the liability book size of NTB and ETB customers mapped to the reporting RMs.
  • Improve the product per customer/family by guiding RMs on the operating rhythm and the 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 the customers by the mapped RMs.
  • Ensure RMs are trained and well-equipped with data and products to handle customer requirements and service requests.
  • Recruit and train the relationship management team.
  • Ensure timely certifications for all mapped RMs.
  • Work closely with the Branch Heads, Cluster Heads, and Circle Business Managers to design action plans and drive CO agendas, initiatives, and organizational goals.
  • Aggressively and cohesively work with different products teams like TPP, Assets, CBG, RFR, etc., and help generate business from the mapped book of the RMs.
  • Assist RMs to accelerate NTB acquisitions by helping build 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.