Job Description :

Responsible for managing a team of 8 Virtual Relationship Managers in order to ensure that the portfolio objectives like sales, income, regular service interactions etc are met and customers are serviced properly.

Role Requirement :

1. Manage VRM performance :

To ensure that each VRM meets the defined objectives of the Portfolios raced under VRM program.

2. Monitoring the call flow/ Call volumes :

To ensure the VRM calls the customers as per the calling plan

Distribute the daily triggers for calling

To ensure the birthday calls are made in time to customers daily

To review and monitor the call attempts versus the proper connects and analyse the reason for non contactable customers

3. Sales Tracking :

Review of the leads sheet for each VRM and ensuring the latest lead status is always updated

Coordinating with the Sales Manager to get the latest feedback from the sales executives

Tracking and highlighting possible customer issues due to improper lead management

4. Service Quality & Customer Satisfaction :

To ensure, the VRM is engaging with all his customers regularly and in a proper manner by monitoring the VRMs calls and VOC calls

5. Training & Refreshers :

Aid the VRM in their problem areas like objection handling, product features, pitching etc

Identify training gaps for his team and communicate the same to the UH/ Training Manager every month

6. MIS - Reporting and Analysis :

To ensure the VRM maintains & Updates the CRA Mars for each group

Maintain a track of VRM performance w.r.t leads, conversions, income, achievement of portfolio parameters etc

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