Team Lead - Virtual Relationship Management

Role/ Job Title: Team Lead-VRM Channel - First Wealth

Function/ Department: Retail Liabilities

Job Purpose: The incumbent will lead the VRMs in the region to achieve the defined objectives. The role involves managing the VRM channel and driving the agenda of mobile banking adoption and usage. The incumbent will also engage customers across various products such as Liabilities, Retail Assets, Business Banking, Trade Forex, Wealth & Insurance Business, and Cross-Sell. The incumbent will aim to increase the value of CASA, deepen existing relationships, and acquire high-quality NTBs. The incumbent should have strong knowledge of banking and investment products and solutions.

Roles & Responsibilities:

• Responsible for quality recruitment, sales planning, business delivery tracking, monitoring and reviewing VRM Performance and mentoring individuals for effective tele-calling for achievement of the defined goals. Also responsible to ensure adherence with tele-calling guidelines as per regulatory industry norms.

• Ensuring the VRM Team achieves goal sheet objectives and revenue targets to earn incentives. Also, responsible for monitoring quality of engagement for the team .

• Enhancing engagement with HNI customers through client meetings and/or joint calls with VRMs, support functions in peer group and quality NTB Acquisitions

• Ensuring engagement and coordination with various functional peers to ensure smooth business delivery from the team across Liabilities and Asset products of the bank, Trade Forex, Wealth business, Insurance and Credit Cards Business in the branch.

• Responsible to drive Privilege program onboarding, cross sell in the VRM Portfolio and to enhance Product Per Client ratios in the managed book.

• Ensuring Digital adoption and completion of the assigned Tasks, triggers, campaigns and client outreach programs assigned to the VRMs

• Incumbent is responsible to ensure that the VRMs provide quality service delivery to bank customers and ensure process adherence.

• Envisage data driven sales plans for the managed book to improve portfolio quality. Ensure regular reviews, daily engagement and trainings to the team.

• Client requests and complaints to be addressed efficiently within stipulated timelines.

• Ensure all sales activity is recorded as per the organizational process and all bank policies are adhered to by self and team.

• Attract and retain best-in-class talent for VRMs in the region & attrition control.