VRM Team Lead

Position Overview

You will be responsible to manage a team of Virtual Relationship Managers (VRMs). This team will promote

stock market products and grow digital revenue through virtual channels. You will be responsible for

setting team goals, creating revenue strategies, and ensuring optimal performance through client

activation, revenue generation and client retention strategies. You will play a key role in scaling digital

revenue, optimizing customer journeys for activations, and providing leadership to ensure that the team

meets 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 growth

and 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 ensure

alignment 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, resolving

issues, and addressing concerns effectively in a virtual environment

• Work with the team to implement customer feedback loops, ensuring that client satisfaction is

continuously improved and feedback is acted upon

2) Performance Management:

• Establish key performance indicators (KPIs) for the VRMs and ensure targets related to customer

acquisition, product sales, and revenue growth are met

• Train and empower VRMs on the latest sales techniques and product knowledge to improve digital

client interactions and drive conversions

• Use data-driven insights to monitor performance, track progress, and identify areas of

improvement.

• Conduct regular one-on-one meetings with VRMs to provide feedback, address challenges, and

ensure 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 AIdriven

Chatbots, digital advisory platforms, and automated email campaigns

• Provide guidance to VRMs on regulatory compliance, internal policies, and best practices for

maintaining trust with clients

• Monitor and mitigate risk associated with virtual interactions, ensuring that clients are wellinformed

of risks involved in stock market products

3) Digital Revenue Growth Strategy:

• Develop digital product bundles, and special offers to attract new customers and increase revenue

from existing clients

• Monitor digital revenue performance, analyse data and trends, and adjust strategies to ensure

consistent revenue growth from digital channels

• Create and implement comprehensive digital revenue strategies aimed at promoting and selling

stock market-related products

4) Client Activation & Retention:

• Work with the VRMs to design and execute customer acquisition strategies through digital

touchpoints, including online consultations, webinars, and virtual product demos

• Guide the team in delivering personalized virtual interactions, ensuring the identification of client

needs and the provision of suitable stock market products

• Develop and execute strategies to increase client retention, enhance engagement, and maximize

lifetime value through continuous digital interactions

5) Data Analysis & Reporting:

• Monitor key metrics, including Average revenue per user, return on Investment, Customer Lifetime

Value and customer engagement levels

• Use data analytics tools to measure the success of digital initiatives and VRM activities, adjusting

strategies and tactics as needed

• Provide detailed reports to senior leadership regarding the teams progress toward meeting digital

revenue goals and client growth

Personal Skills:

1) Exceptional Verbal, Written Communication and Presentations Skills

2) Familiarity with trading platforms, stock market operations, and deep understanding of Financial

products

3) Ability to drive performance through virtual coaching and digital tools

4) Strong analytical and data-driven decision-making skills with the ability to generate insights from

performance metrics

5) Should have strong networking & relationship building skills

6) Excellent client relationship skills with a focus on delivering value and ensuring customer

satisfaction

7) Organised, high energy, results driven, superior problem solving skills & high attention to detailing