Virtual Relationship Manager

Role/ Job Title: Virtual Relationship Manager
Business: Retail Banking
Function/ Department: Retail Liabilities
Place of Work: Sales hub
Roles & Responsibilities:
'-Responsible for deepening customer relationships to increase customer relationship value

• Responsible for driving quality engagements over call with customers by following industry best practices
  

'- Responsible for increasing mobile banking adoption and drive initial login on Optimus app
'-CASA value build up and new client acquisition and increase in 'Product Holding Per Customer' within mapped portfolio
'- Responsible for cross-sell of pre-approved products such as Credit Card and other offers to increase products per customer

• Ensure all customer profiling for mapped customers and presented with suitable banking products as per their need and requirement


• Be solution oriented and ensure effective on-boarding on Mobile/Net Banking, Bill Pay, SIP, Insurance & Investment solutions, Retail and SME Loans and relevant banking programs.


• Ensure monthly operating plan is met to improve scorecard and decile rankings.


• Coordinate with respective teams for closure of retail assets & trade transactions business generated through client engagement.


• Responsible for creating a customer-focused approach for quick resolution of all queries and complaints to achieve NPS benchmarks.



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  Ensure strict adherence to the bank policies and compliance


• Pitch Relationship Banking program benefits and eligibility criteria to customers and on-board customers/groups to the RB program

Secondary Responsibilities :
'- Assist audit and ensure compliance to internal and external regulations and guidelines

• Provide best in-class customer service to all clients to become their primary banker.

Key Success Metrics:
'Individual Contribution : CASA Growth, Fee Income Growth, NTB Customer IDs, Net Promoter Score(NPS) % customers Optimus download, #products per customer (PPC), #cross-sell (assets products), %increase in avg ORV, #customers upgraded to RB program, #family/groups created