Head Relationship Manager : South Mumbai

5 - 10 Years

Job Description

Overall Goal
Is responsible to drive and supervise Imperia and Preferred Relationship
Managers to enhance the profitability of Banks Imperia and Preferred portfolios.
To ensure all Relationship Managers manage the most profitable customers ,
exceed the set targets for income and portfolio quality and therefore, help the
branch achieve its business objectives.
Key Result / Responsibility Areas
Sales and Contact Planning
Set call plan for Relationship Managers to ensure that all customers are
contacted within the defined timeline.
Set group level plan for achieving sales and income targets set across all
products and other parameters such as Customer To Group (CTG), Income
Product Holding (IPH) and Sales into portfolio
Migration of customers to online banking / setting targets / measuring

Customer Management
o Monitor the calls made by the RM and ensure
o The calls are as per the call plan agreed on at the beginning of the month
o The RM is making sufficient number of calls in a day
o The call covers the actionable that was decided in the group level
o Agree on the future actionable for the group and document the same
Customer profilers / interaction is updated by RM in CRM Next
RBH to make at least 8 joint calls per week with the RMs
o Demonstrate how to interact / cross sell to customers correctly
o Gauge degree of customer interaction / quality
o Develop rapport with customers managed by the RM
o Contact High attrition customers as per the High Attrition calling model
o Ensure Relationship Managers deliver Birthday card or Gift on customers
birthdays and update CCM accordingly.

o Ensure RMs are calling the right customers for events and all customers
are covered via the events organized.

o Ensure that RMs / self-attend the event to welcome the customers and
interact with them
o Ensure that feedback is taken post the event and the RMs use the event
to generate more business from customers

Festival Gifting or Greeting
o Ensure RMs deliver Festival Card or Gift to customers and update in CRM
Next / CCM accordingly.
o Ensure the interaction is used to developing the relationship and sourcing
more business

Effective Migration of portfolio customers from Physical mode to Digital
Customer Complaints
o Issues to be resolved as per TAT and updated on Nextstep

Relationship Manager - Performance
Will ensure that at any given time Preferred RM has 200 active groups and
Imperia RM has 125 active groups.
To ensure that RMs meet the customers eligible but not raced and then
To ensure that RMs meet all ACTIVE customers as per CEP process
To ensure that eligible but not raced customers are raced among RMs to
ensure healthy portfolio
To liaise with asset and other verticals and support RMs
To ensure that RMs meet all ACTIVE customers in a quarter on a pro rata
basis and update CRM for sales / service interactions on a daily basis
and also update supervisory remarks
Monitor RM performance on sales of various products
o Daily track RM Sales against plan set (monthly plan). Revise plan to
incorporate shortfalls & further planning with dead line.
o Supervise the RM on products to sell and do joint calls if required to help
the RM achieve plans

Monitor RM performance on CTG/ IPH/ Unique groups sold daily to ensure plans
are achieved
Monitor the new to bank relationships acquired by the RM and ensure that the
benchmarks are achieved
Monitor the liabilities movement of the portfolios via LTR and track RMs to
ensure that shortfalls in growth are achieved as per agreed timelines
Monitor and ensure that RMs race the right customers and meet the minimum
portfolio benchmark
Supervisory Review Sheet provided by Product needs to be documented while
monthly reviewing the RMs.

Ensuring that managed customers are comfortable with the direct banking
channels / initiatives of the Bank and are using Bank's digital platforms wherever
Ensuring that all RMs are earning incentive
Monitor RM performance on other initiatives
o Track RMs on other initiatives such as Joint Calling, Customer Profilers,
Premium Card penetration etc.
o Monitoring, tracking and reviewing of CRM Next.

Team Management
o Ensure that all RM portfolios are manned and recruitment of RMs with
help of HR.
o Ensure all joining formalities are completed by RMs.
o Ensure that in case of handover, the process is followed correctly
o Ensure all RMs have undergone basic training modules such as Swagat,
RM Module, and Trade Finance Module.
o Ensure RMs go through the Branch Sales Portal frequently.
o Ensure RMs read the HNW Knowledge articles daily. This can be
discussed at the daily meeting with the RM.

Certifications or ID Generations
o Ensure that all RMs have relevant RM code, CAMS code, Insurance LG
code, Web approval ids generated. All RMs need to be AMFI certified.

Rewards and Recognition
o Ensure that the RMs understand the incentive structures & highlight
good performers in the weekly reviews.
o Share outstanding performance with the product teams so that the same
can be shared with other RMs in the bank.

Managing Non Performers
o Identify the non-performers & the root cause for the non-performance.
o Identify the action points for correcting the root cause of the non-
o Agree on the deadlines for the corrective actions at the end of each
o Provide close support to the person so that the non-performing person
can complete the actions successfully.
o Do joint calls to demonstrate the right behavior
o If the employee is not in a position to complete the actions in spite of all
the support, discuss the same with the BM / CH / HR for further action.

Understand areas where RMs need support and aid in bridging the gap. Some
areas could be
o Lack of product knowledge - Contact the Sales Manager or Product
Manager for a training and support.
o Process Gap Check list on process to be reviewed regularly and identify
if there are any gaps.

Ensure that 5-S norms are adhered to for individual workstation
All leads / customer interactions are inputted in CRM Next
Guiding customers on various direct banking facilities available online.
Digital Demos Benchmark
Follow up with portfolio customers for compliance of Regulatory requirements
o Form 60/61
o Re-Kyc documents.

Salary: Not Disclosed by Recruiter

Industry:Banking / Financial Services / Broking

Functional Area:Sales, Retail, Business Development

Role Category:Corporate Sales

Role:Branch Manager/Regional Manager

Employment Type:Permanent Job, Full Time


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Skill Ventory

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