Job Purpose

Responsible for including HNI customers into the Imperia programme and offering them a superior customer experience to enhance the profitability of the relationship by increasing the relationship size, cross selling the right products, acquiring family a/c's, retaining and enhancing the relationship. The RM is also responsible for acquiring new to Bank Imperia relationships.

- To be a one point contact for all his financial needs and services, thus enhancing current relationship value and wallet share which will further increase profitability from these relationships.

Key Responsibility Areas : 6 - 8 Areas

HNW Portfolio Management (Acquiring, Enhancing, Deepening and Retention)

- Liaising with PB/ Preferred RM to flag eligible customers form Classic/ Preferred portfolio

- Acquire new customers who meet product criteria

- Regular interaction with the customer to build rapport to understand and update the profile.

- Enhance the Overall value/book size of the portfolio

- Maintain the overall quality / hygiene parameters of the portfolio

- Cross selling products of the bank based on the customer need

- Joint calls being done along with Supervisor as per defined process

- Advisory services to be offered based on the requirement in coordination with PBG.

- Attrition control of customers

- Achieving MTD and YTD Revenue Targets

Operations, Marketing & Processes :

- Error free documentation for all account opening and all customer instructions (Stop payments, FD Closure, etc)

- Ensure KYC / AML norms are adhered to at all points of time

- Ensure that 5-S norms are adhered to for individuals workstation

Increase in wallet share :

- Look for opportunities to cross sell any other product of the Bank, to ensure that HDFC Bank is a one stop shop & solution for all banking needs of the Imperia Customer

- Sales to family members and associates (all network)

- Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reached

Product Penetration & contribution towards focused product :

- Ensure that an optimal level of Income generating Product Group Holding (IPGH) is reached.

- Enhance client's Customer To Group ( CTG ) level

Customer Service :

- Ensure quality customer service is delivered. All customer queries and complaints are being resolved within TAT.

- Customer is informed about any regulatory or process change. Keep the customer updated on program features.

- Ensure timely customer communication on requests and concerns raised.

- Proactive complaint management through feedback from customers.

- Promoting all direct banking channels and ensuring that the customer is utilizing the same

- Ensuring that customers are introduced to the RBH / BM and PSO (PBA in case of a non PSO branch) so that there is back up when the customer visits the branch and the RM is out

- Ensure smooth transition of handover/takeover of the portfolio

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