Job Purpose
Responsible for scoping of the entire Branch Catchment and classifying the Customers across the different Segments and Sub-Segments of the Master Initiative Programme.
Responsible for doing the entire Catchment Mining and the Opportunity Sizing across all the Customer Segments and Sub-Segments of Master Initiative.
Acquiring these identified customers and managing their banking relationship as part of the portfolio of the MI-RM
| Educational Qualifications | Key Skills(examples listed below) |
| Graduation Post-Graduation Certifications: AMFI CertificationIRDA CertificationNCFM Certification (Optional) | Sales and Influencing SkillsBanking Product & Process KnowledgeNRI Product and Regulatory KnowledgePlanning and Organizing SkillsGood Communication skillsKnowledge of Competition & Current trends in financial Industry. |
| Key Responsibility Areas: 6 – 8 Areas | Activities |
| Catchment Scoping | Scoping the entire Branch Catchment and classifying the customers across the Segments Sub-Segments of Master InitiativeUpdating the Customer Profiler and the Overall Business Potential which can be expected from these Customers on regular basis in CRM Next.Following up with every customer on regular basis and ensuring that the Lead is converted and the Relationship is shifted to our Bank. Closely coordinate with Other Departments within the Bank – Product Teams, Assets Team, CPU, Operations, IT Team etc. for any specific request like Customization, Special Pricing, Additional Special Facilities etc. Take assistance from their Seniors and other Departments for the conversion of the Lead. Replicate the Best Practices for One Converted Customer in a Segment for all other Customers in that SegmentUpdating all the details which have been discussed during the Meeting with these Customers in CRM Next.Joint calls being done along with Supervisor as per defined process and timely update the same.Regular Follow Up with all these prospective MI Customers for conversion of Leads and extracting additional Business Opportunities.Seeking Reference of Relatives and Friends from these MI Customers who have been acquired through this ProgrammeUnderstand what the Competition Bank is offering to the Customer and give a better Proposal and showcase the entire Wide Range of Products and Services what we offer as a Bank. |
| Portfolio Management (Acquiring, Enhancing, Deepening and Retention) | Acquiring NTB Customers for our HNW Managed Programme – Imperia / Preferred (Preferred & above)Upgrading existing Non-Managed Customers (Low Penetrated Customers) who has the Potential to meet the Managed Programme Criteria Regular interaction with the customer to build rapport to understand and update the profile.Enhance the Overall value/book size of the portfolioMaintain the overall quality / hygiene parameters of the portfolio Cross selling products of the bank based on the customer needsJoint calls being done along with Supervisor as per defined processAdvisory services to be offered based on the requirement in coordination with Wealth Team.Attrition control of customersAchieving 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 timeEnsure 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 these HNW CustomersAcquire Corporate Relationship (Business Accounts + Salary Accounts) of these Customers who are identified in Master Initiative Programme Sales to family members and associates (all network)Ensure that optimal level of Liability Relationship (Values) against the Customer’s Potential is reached.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 sameEnsuring 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 outEnsure smooth transition of handover/takeover of the portfolio |
Job Features
| Job Category | Retail Branch Banking |
| Job Role | Master Initiative Relationship Manager-RBB |
| Grade | Senior Manager |
| Department | Retail Branch Banking |
| Experience | 2 - 6 years |
| CTC | Competitive, as per industry norms |
| No of Positions | Multiple |
