Senior Vice President - Client Acquisition - Digital & Telephone Channels - BFSI

Job Description

ROLE & RESPONSIBILITIES

- Business/ Department Objectives: Serving the needs of the emerging and Affluent Segment offering sophisticated and customized solutions across Wealth Management, Business Banking and lending products.

- Driving and transforming the new customer acquisition process, for India Retail Bank with focus on Priority and Suvidha in order to deliver a new customer journey, rooted in digital acquisition, and a transformation path to driving upsell and cross-sell across Retail bank.

Core Responsibilities:

- The key objective is to enhance segment proposition across products, services, Channels and Rewards & privileges. The position is singularly responsible for offering best-in-class service excellence to Company's clients across ALL touch points.

- Drive the acquisition and growth of Suvidha and Priority clients- portfolio for the bank through Digital and Telephone Channels.

- Focus on Innovation and process improvements leading to reduced turnaround time, lower cost of acquisition and remarkable customer experience.

- Creating Digital footprints with a deepening focus on digital origination through extensive interactions with Ebiz and Technology teams

- Deliver Digi-Tel channel targets for Suvidha and Priority with an aim to grow contribution of this channel in comparison to other channels in 2-3 years.

- Formulating sales strategies to increase product volumes, drive client synergies to increase cross sell penetration.

- Collaborate with all key stakeholders to build best-in-class process for customer acquisition with focus on using Digital tools, Instant Decision across Digital & non-digital channels.

- Partner with Retail - S&D strategy team and develop sales action plans to deliver revenue, profit and improve efficiencies

- Focus activities on high potential and high probability opportunities.

- Manage Operations Risk and related controls in the process to ensure integrity and compliance with bank policies and procedures Ensure satisfactory CBORC reviews

- Work closely with Innovation Council on key Consumer Business projects and take them to logical completion within defined and agreed timelines

- Collaborate with all key stakeholders to build best-in-class process for customer acquisition with focus on using Digital tools like eKYC, Instant Decision across Digital and non-digital channels Work with technology team to work on smarter solutions

- Ensuring adherence to Compliance guidelines / Audit requirements

- Ensure compliance and integrity of the Distribution w.r.t. recruitment, sourcing and documentation.

- To cultivate a - No Surprises- culture on control aspects

Financial/ Budgetary:

- P/L Custodian - Client Net Growth, B/S growth, Revenue Drivers, X-sell penetration, Key Relationship Planning

- Service metrics - CDR, Portfolio Coverage, NPS Ratings

- Acquiring product wise numbers for the year

- Meeting the acquisition budget numbers

- Regulatory and audit requirements

Individual Contributor (IC)/Managerial :

- Managerial, Senior Leadership position

Key Deliverables:

- Customer centricity approach of right need addressed at segment level

- Adequate growth in revenues, footings and profitability per client

- Ensure the NPS focus and drive better scores with clinical tracking of all metrics and parameters

- Monitor and guide each and every activity the bank manages to ensure the service standard and promise delivery to true to commitment as defined in our segment strategy

- Maintain the R/E of each segment to a profitable stage and ensure operating efficiency models are followed

- Engage with product and operations on a regular basis to ensure a continuous and consistent uptick in client experience across any touch point

- Scorching ownership on client and ensure every single product proposition is delivered in the same manner with clarity and efficiency

- Clarity on book size discipline with usage of red zone management and ensure regular upgrades and downgrades with client experience managed with right perception

- Integrate a clear model of wealth and commercial banking activities and products embedded through a holistic banker/ RM approach to ensure no limited categorization of client needs and more importantly the reverse categorization of Company as a slotted solo platform offering

- Ensure all regional mandates on CG, CPC to be managed to India business standings being top and all global practices to be imbibed for client proposition

- Align to execution modules in a manner that is clearly focused at delivering the same to the timelines

- Clearly define the team strength activities to segment related, portfolio related and divisional interface related to streamline a single funnel approach of client experience through a solid segment team

- Update to RB head on a monthly basis on the progress and course correction on key vitals to maintain a healthy book of clients and achieve the Retail bank goals on revenue, expenses, client quality and superior engagement

- Create the adequate tools for Bankers and RMs to measure growth and ensure Key relationship plans are in place for deepening and footings growth

- Clear adherence to compliance and control measures.

- Cross sell platform and MRC program ownership

QUALIFICATIONS :

Education:MBA, CA (preferred)

Experience: 15+ years Sales, Channels, Product, Digital

Skills:

- Digital mindset & journey orientation

- Strong leadership skills

- Managed large teams

- Strong relationship skills

- Collaborative approach

- Superior planning, organizing, strategic thinking capabilities

- Analytical capabilities.

- Digital platform competency

- Ability to break complex/abstract goals into small executable parts

- Strong communication and presentation skills

Other:Strong Executive Presence

ORGANIZATIONAL RELATIONSHIPS

Reports to Direct:Head Wealth Management - Retail Bank

Matrix:None

Supervises Direct:3-4

Matrix:Partnerships

Internal :Digital Sales, CBORC, Credit Ops, FRM

External :Vendors, Digital Partners