Relationship Manager : Wealth : South Mumbai

3 - 8 Years

Job Description

Overall Goal
Managing high Net worth customers and providing them best in class banking services. Ensuring
we are the primary bankers for the customer
New acquisition of customers to portfolio / deepening their banking relationship with us and
offering them with various products of our bank.
Enhancement of the relationship by cross-selling products and services as per the profile & need
of the customers
Retention of the customers by providing the best possible services and being the dedicated point
of contact for these customers
Key Result / Responsibility Areas
Sales (Acquiring, Enhancing, Deepening and Retention)
Acquire new customers who meet product criteria and flag them on the system
o Referrals generated from existing customers
o Leads generated by branch staff & personal leads
o Internal bank databases
Increase liabilities size of relationship via
o Balances in a/cs of existing customer
o Acquire all related ids of the Primary id and send racing /deracing request on Web-
based system for flagging and grouping.
o Use FD maturity reports/event based triggers to track maturity of HDFC FDs and
prevent outflow
o Use updated wallet share data in CRM Next to track FDs in other banks and divert them
into HDFC on maturity
o Use updated Wallet share Data in CRM Next to track accounts and products with other
bank and transfer the same
o Know the customers business to proactively provide financial solutions
Utilizing the sales resources (BDR or COEX or Asset Coordinator) for optimal sales support
Penetration of products across family groups.
Sales across all product segments-TPP, Assets, Trade Forex, Cards etc and new products.
Promotion of digital platforms like net banking / mobile banking / Pay Zapp / Chillr / Smart Buy
etc to customers
Meet customer engagement process as per guidelines laid down. i.e. Contacts Benchmark- 100
% of active groups to be contacted every month.
Personal Visit Benchmark - 100 % of active groups to be met atleast once in rolling 3 months i.e.,
33.33 % unique visits per month.
Contacts Benchmark
o For preferred -100 % of active groups to be contacted once every 2 months i.e., 50 %
unique contacts per month.
o For Imperia - 100 % of active groups to be contacted every month.
Personal Visit Benchmark-
o For preferred -100 % of active groups to be met atleast once in rolling 4 months i.e., 25
% unique visits per month.
o For Imperia - 100 % of active groups to be met atleast once in rolling 3 months i.e.,
33.33 % unique visits per month.

Portfolio Management
Identify existing/new customers who meet Preferred product criteria and flag them on the
system and upgrade these customers under the Preferred programme in line with the Preferred
grouping criteria
o Liaising with PB to flag eligible customers from Classic portfolio
o Identifying customers through Large Transaction reports (LTR)
o GMs or VPs of all Cat A companies and CSRM salary account companies which meet
programme criteria and have future potential
o Taking referral from satisfied customers.
Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained
on the portfolio
o By grouping them with their family members who already hold accounts with us
o 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
o Ensure that within each customer group a minimum number of stipulated Income
Generating products are sold

Ensure that the Customer Group profitability is achieved
o Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above
Ensure that atleast one income product is sold to each Preferred group in the year
Ensure minimum productivity of 4 income per day
Maximum customers transaction to be done online across customers / groups.
Portfolio Values to grow gradually - CA, SA & TD
Call Planning basis APT, Call Plan. Pre & Post Sales Planning
Sales Kit comprise of Forms / Fact sheets / Recommendations to ensure Instant close of sales
Tracking of all products leads till end result not justified.
Customer interactions are duly updated on CRM Next
Any other job / task assigned by supervisor from time to time.
Profile changes (if any) are duly updated in CRM Next
Customer account must be updated with current contact details.
Enhancing customer wallet size
o Ensuring that customers make us their primary bank
Knowing about where all the customer is currently banking and moving him to
our Bank
Ensuring that customer scope is done and updated on ongoing basis in
CRMNext and products targeted accordingly
Sales to family members and associates which have been grouped together

Attrition control of customers
o Includes persuading the customer to continue and if required renew FDs
o Deepen by cross selling sticky products like Demat, Bill Pay, Advisory.
o Ensure all the ECS and EMI is getting linked to this account.
o Ensure quality of relationship while racing. Should be capable of maintaining eligibility
o Regular customer contact to establish needs of the customer and opportunities to cross-
o Monitor large amount movements through CH106 portal and 1crore portal and account
closure from the deposit accounts and ensure that customer does not attrite
o Ensure that the marketing analytics list on possible attrite, is called and retained

Customer Services
Ensure quality customer service is delivered.
Disseminating required product information.
Recording complaints as per the specified process.

Cross selling of products to increase regular inflow / outflow of account, this build balances
across customers / groups.
Ensure to have minimum 200 active groups any time in portfolio by acquiring new customer or
racing new from base.
Resolving all complaints received from preferred customers within the stipulated TATs
o Ensure appropriate customer communication on closures & copy of that to be filed.
Joint calls with Senior management to explore business possibilities
Identify NR reference, family members of existing group & explore their banking, investments &
other relationship.
CEP along with quality interactions with customer and Excellent service to customers
Preventive complaint management
o Asking for feedback from customers, who may not be complaining
Promoting all direct banking channels and ensuring that the customer is utilizing the same
o Check back on recent customers registered to DBC channel and give any specific help

Achievement of income plans and other benchmarks
Ensure that income plans for the month and year are duly met across products
Achieving of portfolio level benchmarks of CTG and IPH
Income product to be sold to each group of the portfolio in the year
Ensure to achieve Sales to Portfolio (STP) bench mark month on month.
Ensure certification of documentation required for opening and maintaining customer
Error free documentation for all account opening and all customer instructions (Stop
payments, FD Closure, etc)
Ensure that 5-S norms are adhered to for individuals workstation
Ensure to follow process for Pending customer instructions/forms.
Contacting customer for all account opening forms / customer instructions on hold / clearing
the exception on priority basis
Review of I Crore and above customer Transactions and LTR
Initiating reversal requests in BWAS
Updation of profilers for all the portfolio customers in CRM Next
Providing Net banking Demos to customers / list of requests which can be processed online
Digital Demos Benchmark.
Providing net banking/Mobile banking / Chillr demos to customers and moving them to use
digital platforms for their banking requirements.
Any other job / task assigned by supervisor from time to time
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:Institutional Sales

Role:Institutional Sales/Business Development 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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Contact Company:Skill Ventory