Team Mngr-VRM

Job Title

Team Manager - Virtual Relationship Management

Business Unit

Virtual Relationship Banking

Reporting To

Unit Head

Job Function and Role Type

Sales, Supervisory Role

Version No

2.0

Job Purpose

Manage and drive a team of Virtual Relationship Managers (VRMs) to achieve sales, income, and portfolio objectives while ensuring compliance with regulatory guidelines. Deliver world-class customer service and meet financial needs through the bank's products.

Key Responsibilities

Business Achievement and Development

Identify target customers and ensure liability account targets are met.

Manage portfolios to achieve set targets and ensure quality sourcing.

Drive cross-sell of asset products, credit cards, and third-party products.

Control customer attrition and monitor large account movements.

Customer Service and Engagement

Plan and track customer interactions for VRMs.

Ensure VRMs deliver high-quality service and meet service standards.

Resolve customer complaints within TAT and prevent escalations.

Review customer base for activation, product penetration, and profitability.

Business Generation and Sales Tracking

Track daily business generation and income for VRMs.

Ensure timely lead tracking, updates, and closure.

Address customer issues arising from lead management.

Supervisory Reviews

Conduct regular supervisory reviews to assess VRM effectiveness.

Provide guidance on customer interactions and business generation.

Demonstrate improvement techniques and ensure review targets are met.

Operations

Ensure seamless handling of customer requests and transactions.

Resolve VRM queries and handle first-level escalations.

Adhere to audit and compliance guidelines through periodic checks.

Maintain accurate updates on portfolio performance parameters.

Staff Management

Train VRMs on products, processes, and compliance policies.

Monitor productivity and provide guidance for improvement.

Ensure VRMs attend mandatory training sessions.

Education:

Graduate.

Certifications:

None specified.

Key Competencies

Team management, sales and influencing skills, customer service, compliance awareness, planning and organizing.

Major Stakeholders

Sales managers, product representatives, VRM central team, training and quality team, complaints team, customers.