Relationship Manager - Bank

Overall Goal

1. Managing High Net worth customers and providing them best in class banking services. Ensuring we are the primary bankers for the customer.

2. To enhance the profitability of the relationship by increasing the relationship size, cross selling the right products, acquiring family a/cs and retaining the relationship.

3. A one point contact to Imperia customers for all his financial needs and services, thus enhancing current relationship value and wallet share which will further increase profitability from these relationships.

Key Result / Responsibility Areas

- Managing Imperia Portfolio

- Identify existing branch customers who meet Imperia programmed criteria and flag them on the system to upgrade these customers under the Imperia programmed

- Through eligible lists provided by Product from time to time

- Liaising with PB/ Preferred RM to flag eligible customers form Classic/ Preferred portfolio

- Identifying customers through Large Transaction reports (LTR)

- GMs or VPs of all Cat A companies and CSRM salary account companies

- Other databases available with the RM/Wish list.

- Maximum customers transaction to be done Online across Customers / Groups.

- Portfolio Values to grow gradually - CA, SA & TD

- Cross selling of products to increase regular inflow / outflow of account, this build balances across customers / groups

- Tracking of All Products Leads till end result not justified.

- Acquire new customers who meet product criteria and flag them on the system

- Referrals generated from existing customers

- Leads generated by branch staff & personal leads

- Databases

- Regularly interact with the customer to build rapport and understand the profile.

- Updation of all customer interaction / profiler / sales in CRM next

- Enhancing customer wallet size. Ensuring that customers make us their primary bank

- By managing his / her wealth

- Knowing about where all the customer is currently banking and moving him to our Bank

- Ensuring that customer scope is done and updated in CRMNext and products targeted accordingly

- Sales to family members and associates (all network)

- Ensure that individual customers are grouped and Customer To Group (CTG) Ratio is maintained on the portfolio

- By grouping them with their family members who already hold accounts with us

- By grouping them with their family members post selling liability products to the family members, if they do not have banking relationship with us

- Ensure that optimal levels of Income generating Product Group Holding (IPGH) is reached

- Ensure that within each customer group a minimum number of stipulated Income Generating products are sold as per the customers profile and needs

- Ensure that the customer uses the products sold to him

- Ensure that the Customer Group profitability is achieved

- Manage Band 1 and 2 customers and ensure that they are moved to Band 3 and above

- Cross selling appropriate products to the customers and activating usage.

- Enhance Values within each of the customer groups by ensuring that a/cs are activated and FDs are sold to all customers (as per profile)

- Retain the customer via the experience offered.

- Sales to customers

Increase liabilities size of- relationship via:

- Balances in a/c's of existing customer

- Acquire all related ids that are financially dependent on the Primary id and send entry form to CPU for flagging and grouping 

- Use FD maturity reports/ event based trigger's to track maturity of HDFC FDs and prevent outflow

- Use profile to track FDs in other banks and divert them into HDFC on maturity

- Use profile sheet to track accounts and products with other bank and transfer the same

- Know the customer's business to proactively provide financial solutions

- Tracking customer transaction to identify where funds move to and acquire those a/cs also

- Attrition control of customers

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

- Deepen by cross selling - sticky- products- like Demat, Bill Pay, Advisory.

- Ensure quality of relationship while- flagging. Should be capable of maintaining eligibility

- Regular customer contact to establish- needs of the customer and opportunities to cross-sell

- Monitor large amount movements and- 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

- Penetration of all products across- family groups as per profile and requirements.

- Sales of various products like Credit- Cards,Assets,Trade Forex, TPP & new products.

- Disseminating product information

- Ensuring Joint call is done with PBG- and Advisory is offered to the customer

- Promotion of Pay Zapp, Chillr Smart- Buy to customers

Reporting to : Head Relationship Manager, Branch Head