Urgent Requirement of Relationship Managers

Industry : Banking

Salary : Negotiable

Location : Jaipur/Chandigarh/Delhi Ncr/Mumbai

Overall Goal :

- Is 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/cs and retaining the relationship. The RM is also responsible for acquiring new to Bank Imperia relationships. So that Imperia customer will have 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 Result/Responsibility Area s:

Managing Imperia Portfolio :

- Identify existing branch customers who meet Imperia programme criteria and flag them on the system to upgrade these customers under the Imperia programme

- Through eligible lists provided by Product from time to time

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

Preferred portfolio :

- Identifying customers through Large Transaction reports (LTR)

- GMs or VPs of all Cat A companies and CSRM salary account companies

- Other databases available with the RM

- 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 :

- Regularly interact with the customer to build rapport and understand the profile. The profile should be captured and updated via CRA/CRMNext (wherever applicable). This profiling should be used to set customer level objectives post discussion with RBH/BM. The objectives should be tracked and reviewed as per the Branch Sales Process.

- Basis the profile, a contact plan should be drawn and customer contacted. Contact report should be updated in CRMNext / CCM. Incase there is an update in the profile of the customer, then the same should be updated in CRA / CRMNext.

- Enhancing customer wallet size

- Ensuring that customers make us their primary bank

- By managing his/her wealth

- Knowing about where all the customer is currently banking and moving him to our Bank

- Ensuring that customer scope is done and products targeted accordingly

- Sales to family members and associates (all network)

- 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

- By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us

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

- Ensure that within each customer group a minimum number of stipulated Income Generating products are sold as per the customers profile and needs

- Ensure that the customer uses the products sold to him

- Ensure that the Customer Group profitability is achieved

- Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above

- Cross selling appropriate products to the customers and activating usage.

- Enhance Values within each of the customer groups by ensuring that a/cs are activated and FDs are sold to all customers (as per profile)

- Retain the customer via the experience offered.

Sales :(Acquiring, Enhancing ,Deepening and Retention)

- Increase liabilities size of relationship via:

- Balances in a/c's of existing customer

- Acquire all related ids that are financially dependent on the Primary id and send entry form to CPU for flagging and grouping

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

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

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

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

- Tracking customer transaction to identify where funds move to and acquire those a/cs also

- Attrition control of customers

- Includes persuading the customer to continue and if required renew FD's

- Deepen by cross selling 'sticky products' like Demat, Bill Pay, Advisory.

- Ensure quality of relationship while flagging. Should be capable of maintaining eligibility

- Regular customer contact to establish needs of the customer and opportunities to cross-sell

- Monitor large amount movements and account closure from the deposit accounts and ensure that customer does not attrite

- Ensure that the marketing analytics list on possible attrite, is called and retained

- Penetration of all products across family groups as per profile and requirements.

- Sales of various products like Credit Cards,Assets & TPP.

- Disseminating product information

- Ensuring Joint call is done with PBG and Advisory is offered to the customer. In case the customer is not interested, sign him / her up for WAS and handle the investments.

Customer Services :

- Ensure quality customer service is delivered

- Recording complaints as per the specified process

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

- Ensure appropriate customer communication on closures & copy of that to

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