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. - 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