JOB TITLE
Relationship Manager-Branch Banking
GRADE
M
DEPARTMENT
Branch Banking
LOCATION
Branch
SUB-DEPARTMENT
TYPE OF POSITION
Full-time
REPORTS TO
Branch Manager
REPORTING INTO
NA
ROLE PURPOSE & OBJECTIVE
The incumbent will be primarily responsible for providing Financial solutions to meet the requirements of the existing Mapped customers and ensure value added customer service as well as acquiring New to Bank CASA Customers.
Responsible for handling the portfolio of existing Mapped CASA customers and generating revenue / book growth
Responsible for increasing Liabilities book size of relationships via balances in accounts of existing mapped CASA customers or through Term Deposits, Cross selling of MF / Insurance, Loan products, acquiring family accounts and retaining the relationship
To acquire pre-fixed New to Bank CASA customers through Open Market referrals / Referrals from existing CASA client base / BTL Initiatives & other tie ups
Should be in close contact with the existing customers through personal visits, mailers and phone calls and share insights on the fluctuations in interest rates, FD rates and various product offerings.
Informs customers of new products or product enhancements to further expand the banking relationship.
Maintains complete relationship record for assigned customer accounts.
Ensure continuity of high quality service, product delivery, and responsiveness to customer needs
Tracks customer complaints/queries and turnaround times for customer satisfaction.
Responsible to be abreast with all policies relating to operational risk, sales processes, mis-selling etc and ensure compliance with the same.
Develop effective ways to promote Brand awareness & Product proposition that lead to measurable business results
SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
Entire liability target for the branch
CASA Book - as per the branch
TASC Book - as per the branch
BB-FIG Book - as per the branch
Segment wise book (NR, Senior Citizen, HNI etc) - as per the branch
Number target for all the respective products.
CA
SA
TASC
Snr Citizen
HNI
NR
Manage portfolio of assigned branch customer holders
KEY DUTIES & RESPONSIBILITIES OF THE ROLE
Business
Responsible annually to manage existing portfolio and acquire a new to bank portfolio of around 120 -150 Accounts.
Expected to achieve the pre-fixed Net Book/ deposits growth (CASA Values & FD) for the year
Expected to achieve the MOM addition of SA & CA Accounts
Setting up meetings with prospective customers, ensuring that the clients are offered all products from Ujjivan including SA /CA / FD / Life Insurance/ Loan Products etc.
Managing the portfolio of the customers on-boarded; ensuring their queries & requests are addressed on a timely manner; there by resulting in superior Customer Experience
Customer
Resolution of Queries / Requests that may come from managed CASA clients; adhering to the TAT
Providing the best alternate channel experience for the customer through IB / MB/ CIB & Phone Banking
Provide Doorstep service to managed customers, where-ever required
Implementing necessary training for staffs to enable them to handle managed customers
Internal process
Streamlining the process of customer on-boarding and ensuring seamless process during the same
Working towards eliminating bottlenecks in the Account Opening process and rejuvenating the customer journey with Ujjivan
Conversion of all form based processing to digital process, with minimal documentation in the long run
Responsible for updating and maintaining all Managed Customer upsell related MIS as well as New Customer acquisition done by RM (Calls, Prospects, Meetings, Business Conversions)
Learning & Performance
Ensure adherence to training man-days/ mandatory training programs for self
Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines
Timely training of Branch staff, so as to ensure product knowledge & change in processes are communicated in a timely manner
MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
Educational
Qualifications
Experience
Certifications
Functional Skills
Good knowledge of Branch Banking & Liability products
Service Oriented
Analytic and technology oriented
Good Relationship Management skills with existing & new Customers
Demonstrated leadership experience in interacting with cross-functional teams with a sound understanding of key business drivers
Behavioral Skills
Sales Skills
Execution Skills
Relationship Skills
Influencing Skills
Customer Service Orientation
Competencies
Planning & Organizing
Driving Execution
Building Partnerships
KEY INTERACTIONS
INTERNAL
EXTERNAL
Branch Teams (BMs / SOs / CCR / RSM)
Marketing
Product & TPP Team
Alternate Channels
Vigilance / FCU / Compliance
Promotional Agencies - Lead generation Activities
Companies where Managed SA Relationship Account exists - via Salary Accounts
Mapped Insurance Company staff
PREPARED BY: Priyanka Pal
DATE: 14-02-2024
REVIEWED BY: Jyothi Mohan
DATE: 15-02-2024
LAST UPDATED BY: TM Team
DATE: 17-02-2024