Overall Goal :

Is responsible for :

- Acquisition of new Preferred customers

- Enhancement of the relationship by cross-selling products and services as per the profile & need of the customers

- Deepening the size of the relationship

- Retention of the customers by providing the best possible services and being the dedicated point of contact for these customers

So that

- HDFC Bank is the primary banker for these Preferred relationships

- Maximum share of wallet of these customers is with HDFC Bank

Key Result / Responsibility Areas:

Sales:(Acquiring, Enhancing, Deepening and Retention)

- Acquire new customers who meet product criteria and flag them on the system

- Referrals generated from existing customers

- Leads generated by branch staff & personal leads

- Databases

- Premier Acquisition Channel

- Increase liabilities size of relationship via:

- Balances in a/c's of existing customer

- Acquire all related ids of the Primary id and send racing request on Web-based system/entry form to CPU for flagging and grouping

- Use FD maturity reports to track maturity of HDFC FDs and prevent outflow

- Use wallet profile to track FDs in other banks and divert them into HDFC on maturity

- Use wallet profile sheet to track accounts and products with other bank and transfer the same

- Know the customer's business to proactively provide financial solutions

- Utilizing the sales resources (BDR or COEX or Asset Coordinator) for optimal sales support

- Penetration of products across family groups.

- Sales across all product segments-TPP, Assets, Cards etc.

Portfolio Management :

- Identify existing/new customers who meet Preferred product criteria and flag them on the system and upgrade these customers under the Preferred programme in line with the Preferred grouping criteria

- Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolio

- By grouping them with their family members who already hold accounts with us

- Ensure that the Customer Group profitability is achieved

- Regular contact is maintained with all portfolio customers such that 125 customers are contacted every month and entire portfolio is contacted atleast once every quarter

- Customer interactions are duly updated on CCM/CRM Next

- Enhancing customer wallet size

- Attrition control of customers

Customer Services

- Ensure quality customer service is delivered

- Disseminating required product information

- Recording complaints as per the specified process

- Resolving all complaints received from preferred customers within the stipulated TAT- s

Achievement of income plans and other benchmarks

- Ensure that income plans for the month and year are duly met across products

- Achieving of portfolio level benchmarks of CTG and IPH

- Income product to be sold to each group of the portfolio in the year

- Ensure that the benchmark sales per day is met

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