Job RequirementsJob RequirementsRole/ Job Title: Virtual Relationship ManagerBusiness: Retail BankingFunction/ Department: Retail LiabilitiesPlace of Work: Sales hubRoles & 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 programSecondary 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
