Relationship Manager

DEPARTMENT

Branch Banking

REPORTS TO

Branch Manager

1. ROLE PURPOSE & OBJECTIVE

2. The incumbent will be primarily responsible for providing Financial solutions to meet the requirements of the existing Mapped customers and ensure value added customer service as well as acquiring New to Bank CASA Customers.

3. Responsible for handling the portfolio of existing Mapped CASA customers and generating revenue / book growth
4. Responsible for increasing Liabilities book size of relationships via balances in accounts of existing mapped CASA customers or through Term Deposits, Cross selling of MF / Insurance, Loan products, acquiring family accounts and retaining the relationship
5. To acquire pre-fixed New to Bank CASA customers through Open Market referrals / Referrals from existing CASA client base / BTL Initiatives & other tie ups
6. Should be in close contact with the existing customers through personal visits, mailers and phone calls and share insights on the fluctuations in interest rates, FD rates and various product offerings.
7. Informs customers of new products or product enhancements to further expand the banking relationship.
8. Maintains complete relationship record for assigned customer accounts.
9. Ensure continuity of high quality service, product delivery, and responsiveness to customer needs
10. Tracks customer complaints/queries and turnaround times for customer satisfaction.
11. Responsible to be abreast with all policies relating to operational risk, sales processes, mis-selling etc and ensure compliance with the same.

12. Develop effective ways to promote Brand awareness & Product proposition that lead to measurable business results

13. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Entire liability target for the branch
• CASA Book as per the branch
• TASC Book as per the branch
• BB-FIG Book as per the branch

• Segment wise book (NR, Senior Citizen, HNI etc) as per the branch

• Number target for all the respective products.

• CA
• SA
• TASC
• Snr Citizen
• HNI
• NR

• Manage portfolio of assigned branch customer holders

• KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business

• Responsible annually to manage existing portfolio and acquire a new to bank portfolio of around Accounts.
• Expected to achieve the pre-fixed Net Book/ deposits growth (CASA Values & FD) for the year
• Expected to achieve the MOM addition of SA & CA Accounts
• Setting up meetings with prospective customers, ensuring that the clients are offered all products from Ujjivan including SA /CA / FD / Life Insurance/ Loan Products etc.
• Managing the portfolio of the customers on-boarded; ensuring their queries & requests are addressed on a timely manner; there by resulting in superior Customer Experience

Customer

• Resolution of Queries / Requests that may come from managed CASA clients; adhering to the TAT
• Providing the best alternate channel experience for the customer through IB / MB/ CIB & Phone Banking
• Provide Doorstep service to managed customers, where-ever required
• Implementing necessary training for staffs to enable them to handle managed customers

Internal process

• Streamlining the process of customer on-boarding and ensuring seamless process during the same
• Working towards eliminating bottlenecks in the Account Opening process and rejuvenating the customer journey with Ujjivan
• Conversion of all form based processing to digital process, with minimal documentation in the long run
• Responsible for updating and maintaining all Managed Customer upsell related MIS as well as New Customer acquisition done by RM (Calls, Prospects, Meetings, Business Conversions)

Learning & Performance

• Ensure adherence to training man-days/ mandatory training programs for self
• Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines

• Timely training of Branch staff, so as to ensure product knowledge & change in processes are communicated in a timely manner

• MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate, with a Masters or MBA / PGDM Preferred.

Experience

• Preferred experience of 3 - 4 years in Banking specific managing Privileged / Mapped clients

Certifications

• AMFI / IRDA Certified

Functional Skills

• Good knowledge of Branch Banking & Liability products
• Service Oriented
• Analytic and technology oriented
• Good Relationship Management skills with existing & new Customers
• Demonstrated leadership experience in interacting with cross-functional teams with a sound understanding of key business drivers

Behavioral Skills

• Sales Skills
• Execution Skills
• Relationship Skills
• Influencing Skills
• Customer Service Orientation

Competencies

• Planning & Organizing
• Driving Execution
• Building Partnerships