HDFC Bank - Virtual Relationship Manager - NRI

Description:
Job Purpose
To engage, build and manage relationship of a portfolio of NRI customers.
NRI VRM will be responsible for customers balance build up, upgrade to banks IPC program.
Achievement of income budgets through regular customer engagement and cross sell of assets, liability, remittances, ISA account, HSL accounts, credit cards, mutual funds, Life/Health Insurance and other TPP products of the bank.
Key Responsibility Areas: 6 8 Areas - Activities
HNW Portfolio Management:
- Managing portfolio of up to 400 -1000 NRI IPC customers
- CEP engagement cycle of at least one interaction in 3 months of portfolio customers. Same to be recorded in CRM
- Customer interaction to resolve pending service issues. Service should lead to an opportunity to a sale
- Customer profiling to better understand customers & recommend suitable products
- Achieving MTD and YTD Revenue Targets
- Enhance the value/book size of the given portfolio
- Achieving Top Line targets for various products like LI, MF etc.
- Acquire new customers who meet product criteria and flag them on the system .
Operations:
- Marketing & Processes
- Monitoring and disposing remittances

- Contact 20 unique customers daily for sales calls
- Update CRM with Purpose of Call, Discussion Happened, Outcome of call and next follow up date
- Update any Event Based Triggers (EBTs)
- Update any portfolio client related process like LTR etc
- Handling Service Request for NR HNW clients
- Ensure certification for selling TPP products
- Follow all NR Desk related processes (like Day Plan, Fee Plan and any other that may be notified from time to time)
Increase in market 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 NRI Classic / Preferred / Imperia customer.
Product Penetration & contribution towards focused product:
- Ensure that an optimal level of Income generating Product Group Holding (IPGH) is reached.
- Enhance client's CTG level and ensure that the Customer Group profitability is achieved.
Customer Service:
- Customer Services: Ensure quality customer service is delivered. All customer queries and complaints to be resolved the same day. Ensure the customer is informed about any regulatory or process change. Keep the customer updated on program features.
- Complaint Management: To ensure all queries and complaints are resolved within the bank specified TAT.
Educational Qualifications / Key Skills (examples listed below)
- Graduation
- Post-Graduation
- Certifications
- AMFI Certification
- IRDA Certification
- NCFM Certification (Optional)
- CAIIB (Optional)
- Internal Certification (NR Modules)
- Sales and Influencing Skills:
- Banking Product & Process Knowledge
- NRI Product and Regulatory Knowledge
- Planning and Organizing Skills
- Communication
- Knowledge of Competition & Current trends in financial Industry.
Experience Required:
- Minimum experience in years : 3-6 years
- Exposure to banking preferable
Major Stakeholders (intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)
- Customers
- Branch Banking Team
- Operations
- NR Product Team
- Treasury
- Insurance channel partners
- MF Fund houses personnel
- HSL personnel
- PBG RMs