Team Manager

Job Purpose

- Responsible for managing and driving a team of Virtual Relationship Managers (VRM) handling portfolio of eligible Imperia & Preferred customers in order to achieve the targets set and that all guidelines and regulatory requirements are followed.

- Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer.

- Consistently meet portfolio objectives defined Viz. sales, income, group product holding etc.

- Ensure adherence to Operations process aimed at zero defect transaction processing & meeting the Audit & Compliance guidelines.

- Responsible for managing, training and motivating staff.

- All of the above parameters consistently met by the team of VRMs.

- Income generation through a right blend of enhancement of CASA balance and through cross sell of appropriate products

So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services, thereby ensuring that the VRMs also achieves the key performance parameters set


Job Responsibilities(JR) : 6 - 8 Areas

Actionable (4-6)

Business Achievement and Development for VRM & Team

- Ensure proper scoping is done and target / niche customers identified with ACTIVE collaboration from concerned Product/Sales Support Teams

- Ensure that the targets on liability accounts, through the channel (Branch and direct sales), are met under all parameters specified

- Meet value target for Liability Balances of the customers

- Ensure quality of sourcing is maintained and depletion rates are controlled.

- Ensure that Salary credits reach or exceed the expect Salary Credit targets

- Ensure that all managed portfolios are effectively managed through VRMs and that set targets on each of the portfolios is reached.

- Also, Team Manager has to ensure seamless servicing of customers.

- VRMs are made aware of the Scorecard targets & Portfolio Benchmark.

- Ensure that the High Net worth individuals are persuaded to avail the private banking products and services (advisory, etc.)

- Ensure that there is cross sell to the customer on asset products as offered by the Bank.

- Ensure that the customers get credit cards and start using the same for all their transactions- credit card activation push.

- Income to be generated at a customer level.

- Ensure that cross sell targets on Third Party Products is met for the Unit

- Ensure Staff are trained on product knowledge and requisite certifications

- Engaging with bottom 20% performers and identifying ares of improvement and demonstrating the How.

- Review Daily Sales Report of the staff and provide guidance on ways to improve on the same

- Managing and monitoring performance of all the sales resources

- Productivity of Liability and Non Liability sales staff

- Attrition control of customers

- Includes persuading the customer to continue and if required renew FD's

- Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attrite

- Ensure that the marketing analytics list on possible attrite, is called and retained

- Ensure that there is no revenue leakage

Customer Service / Customer engagement :

- Plan monthly/ weekly/ daily contacts for the team of VRMs basis the contact policy & track implementation of the interaction plan.

- Effective planning & implementation of event based trigger, birthday calls, campaign calls and other defined objectives for customer contacts.

- Ensure that VRMs offers highest quality of service to the customers and meets expected Service Quality standard by educating the customers to use the Digital Banking mediums for their banking transactions / needs. This is measured iva call evaluations and Sup Reviews

- To review contact attempts versus successful contacts and analyze reasons for non-contactable customers.

- Ensure VRMs make regular contact with customers for service as well as business updates.

- Adequate logging of complaints, Reviewing & Resolving all complaints received (VRM, self, branch, other units) within the stipulated TAT

- Monitor all complaints received and ensure that they are closed within TAT

- Improve customer communication on closures

- Check with customers if the process of complaint has been managed well

- Ensure no escalations happen

- Preventive complaint management

- Asking for feedback from customers, who are not complaining

- Discussing with staff the importance of getting feedback from customers on a regular basis

- Periodic review of customer base i.e. Contactibility, Eligibility, Product penetration & profitability. Take appropriate action to activate every customer / improve the product penetration & profitability of the customer to become a Primary Banker for the customer.

- Carry out VoC to assess strengths and to ascertain possible improvement areas of the VRMs basis customer feedback. Take appropriate action- reward the VRM for appreciations/ corrective actions as required.

- Monitoring implementation of Sales Process.

Business Generation / Sales Tracking

- Track business generation and income for each VRM in the team on a daily basis, and take due steps.

- Review leads generated by each VRM and ensure real time lead status availability.

- Ensure VRMs actively track their leads, keep customer regularly updated on the lead status & complete the lead closure within a reasonable timeline, basis product.

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