Imperia Relationship Manager

Job Purpose

Responsible for including HNI customers into the Imperia

programme and offering them a superior customer experience to enhance the

profitability of the relationship by increasing the relationship size, cross

selling the right products, acquiring family a/c’s ,retaining and enhancing

the relationship. The RM is also responsible for acquiring new to Bank

Imperia relationships.

To be a one point contact for all his financial needs and

services, thus enhancing current relationship value and wallet share which

will further increase profitability from these relationships.

Key

Responsibility Areas : 6 – 8 Areas

Activities

HNW Portfolio Management (Acquiring, Enhancing, Deepening and Retention)

·        

Liaising with PB/ Preferred RM to flag eligible customers form

Classic/ Preferred portfolio

·        

Acquire new customers who meet

product criteria

·        

Regular interaction with the

customer to build rapport to understand and update the profile.

·        

Enhance the Overall value/book

size of the portfolio

·        

Maintain the overall quality / hygiene

parameters of the portfolio

·        

Cross selling products of the bank based on the customer need

·        

Joint calls being done along with Supervisor

as per defined process

·        

Advisory services to be offered based on the

requirement in coordination with PBG.

Attrition

control of customers

·        

Achieving 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 time

·        

Ensure 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 the Imperia Customer

·        

Sales to family

members and associates (all network)

·        

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 same

·        

Ensuring 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 out

·        

Ensure smooth

transition of handover/takeover of the portfolio

Educational

Qualifications

Key

Skills(examples listed below)

·        

Graduation

·        

Post-Graduation

Certifications:

·        

AMFI Certification

·        

IRDA Certification

·        

NCFM Certification (Optional)

·        

Sales and Influencing Skills

·        

Banking Product & Process

Knowledge

·        

NRI Product and Regulatory

Knowledge

·        

Planning and Organizing Skills

·        

Good Communication skills

·        

Knowledge of Competition &

Current trends in financial Industry.

Experience

Required:

Minimum experience in years – 3 to 10

Exposure to Portfolio Management segment

(Imperia)