Branch Relationship Head

Role & Responsibilities :

• To effectively manage a team of RMs and ensure that they meet the organizational goals of liability book growth, fee income and portfolio quality metrics.
• Guide and mentor to the relationship managers to deliver superior customer experience
• Ensuring RMs are meeting the right set of customers and following the operating rhythm cadence as defined
• To carry out regular supervisory review cadence as defined
• Doing joint calls with mapped relationship managers to augment business conversions
• Customer complaints and service issues management to ensure satisfactory closure within the defined TAT
• SMFocus on portfolio quality by way of appropriate customer segment fitment, balance growth to maintain true customers and focus on cross-sell of non-financial and financial products
• Focus on driving RMs to broad-base customer relationship management by way of connect with 100% of the mapped book
• Provide clarity of business objectives to the mapped RMs
• Monitoring sales and service processes of the RMs
• Complete ownership of KRAs of Mapped RMs and Senior RMs across NR, Priority and Burgundy
• Manage and control attrition in the NTB and ETB mapped book of the RMs
• Increase the liability book size of NTB and ETB customers mapped to the reporting RMs
• Improve the product per customer / family by guiding RMs on the operating rhythm and the sales process
• To enhance and retain customer profitability by capturing larger share of wallet
• Ensure all customers are accurately profiled
• Ensure right products and investment advisory services are provided to the customers by the mapped RMs
• Ensure RMs are trained and well equipped with data and products to handle customer requirements and service requests
• Recruitment and training of the relationship management team
• Ensure timely certifications for all mapped RMs
• Work closely with the Branch Heads, Cluster Heads and Circle Business Managers to design action plans and drive CO agendas, initiatives and organizational goals
• To aggressively and cohesively work with different products teams like TPP, Assets, CBG, RFR etc. and help generate business from the mapped book of the RMs
• To assist RMs to accelerate NTB acquisitions by help building referrals and pipeline for new accounts

Skills Required

Team Leadership, Relationship Management, Customer Experience