Manager Retail Banking

Job Name – PA (Business Unit) - RBB-Imperia Relationship Manager-RBB

Job Title : RBB-Imperia Relationship Manager

Business Unit (PA) : Retail Branch Banking

Team : Retail Branch Banking

Reports to (job) :Branch Manager

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 Activities

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