Relationship Manager - Branch Banking

Ujjivan Small Finance Bank; Maharashtra; On-site; INR 600,000 - 900,000; Full time

Job summary

Ujjivan Small Finance Bank is seeking a Relationship Manager-Branch Banking to drive financial solutions for mapped customers and acquire new CASA clients. The role emphasizes high-quality service, cross-selling of products, and maintaining strong customer relationships.

The incumbent will manage a portfolio of mapped CASA customers, aiming to grow liabilities and assets while ensuring compliance with bank policies. The position is full-time and branch-based, reporting to the Branch Manager.

Qualifications

• Graduate with MBA/PGDM preferred.
• 3-4 years of banking experience managing privileged/mapped clients.
• AMFI / IRDA Certified.
• Good knowledge of Branch Banking & Liability products.
• Strong relationship management and cross-sell capabilities.
• Excellent communication and cross-functional collaboration.

Responsibilities

• Manage existing portfolio and acquire new to bank clients (120-150 accounts yearly).
• Achieve net deposits growth (CASA and FD) and MOM SA & CA additions.
• Promote product suite (SA/CA/FD/Life Insurance/Loans) to clients.
• Ensure timely responses to customer queries and maintain high service quality.

Skills

Influencing Skills

Relationship Management

Sales Skills

Execution Skills

Customer Service Orientation

Planning & Organizing

Driving Execution

Building Partnerships

Education

Graduate

MBA / PGDM Preferred

Job description

• Influencing Skills

• POSITION DESCRIPTION

JOB TITLE : Relationship Manager-Branch Banking

GRADE : M

DEPARTMENT : Branch Banking

LOCATION : Branch

SUB-DEPARTMENT : TYPE OF POSITION : Full-time

REPORTS TO : Branch Manager

REPORTING INTO

NA

• ROLE PURPOSE & OBJECTIVE

• The incumbent will be primarily responsible for providing Financial solutions to meet the requirements of the existing Mapped customers and ensure value added customer service as well as acquiring New to Bank CASA Customers.
• Responsible for handling the portfolio of existing Mapped CASA customers and generating revenue / book growth
• Responsible for increasing Liabilities book size of relationships via balances in accounts of existing mapped CASA customers or through Term Deposits, Cross selling of MF / Insurance, Loan products, acquiring family accounts and retaining the relationship
• To acquire pre-fixed New to Bank CASA customers through Open Market referrals / Referrals from existing CASA client base / BTL Initiatives & other tie ups
• Should be in close contact with the existing customers through personal visits, mailers and phone calls and share insights on the fluctuations in interest rates, FD rates and various product offerings.
• Informs customers of new products or product enhancements to further expand the banking relationship.
• Maintains complete relationship record for assigned customer accounts.
• Ensure continuity of high quality service, product delivery, and responsiveness to customer needs
• Tracks customer complaints/queries and turnaround times for customer satisfaction.
• Responsible to be abreast with all policies relating to operational risk, sales processes, mis-selling etc and ensure compliance with the same.
• Develop effective ways to promote Brand awareness & Product proposition that lead to measurable business results

SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Entire liability target for the branch
• CASA Book – as per the branch
• TASC Book – as per the branch
• BB-FIG Book – as per the branch
• Segment wise book (NR, Senior Citizen, HNI etc) – as per the branch
• Number target for all the respective products.
• CA
• SA
• TASC
• Snr Citizen
• HNI
• NR
• Manage portfolio of assigned branch customer holders

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business

• Responsible annually to manage existing portfolio and acquire a new to bank portfolio of around 120 -150 Accounts.
• Expected to achieve the pre-fixed Net Book/ deposits growth (CASA Values & FD) for the year
• Expected to achieve the MOM addition of SA & CA Accounts
• Setting up meetings with prospective customers, ensuring that the clients are offered all products from Ujjivan including SA /CA / FD / Life Insurance/ Loan Products etc.
• Managing the portfolio of the customers on-boarded; ensuring their queries & requests are addressed on a timely manner; there by resulting in superior Customer Experience

Customer

• Resolution of Queries / Requests that may come from managed CASA clients; adhering to the TAT
• Providing the best alternate channel experience for the customer through IB / MB/ CIB & Phone Banking
• Provide Doorstep service to managed customers, where-ever required
• Implementing necessary training for staffs to enable them to handle managed customers

Internal process

• Streamlining the process of customer on-boarding and ensuring seamless process during the same
• Working towards eliminating bottlenecks in the Account Opening process and rejuvenating the customer journey with Ujjivan
• Conversion of all form based processing to digital process, with minimal documentation in the long run
• Responsible for updating and maintaining all Managed Customer upsell related MIS as well as New Customer acquisition done by RM (Calls, Prospects, Meetings, Business Conversions)

Learning & Performance

• Ensure adherence to training man-days/ mandatory training programs for self
• Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines
• Timely training of Branch staff, so as to ensure product knowledge & change in processes are communicated in a timely manner

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate, with a Masters or MBA / PGDM Preferred.

Experience

• Preferred experience of 3 - 4 years in Banking specific managing Privileged / Mapped clients

Certifications

• AMFI / IRDA Certified

Functional Skills

• Good knowledge of Branch Banking & Liability products
• Service Oriented
• Analytic and technology oriented
• Good Relationship Management skills with existing & new Customers
• Demonstrated leadership experience in interacting with cross-functional teams with a sound understanding of key business drivers

Behavioral Skills

• Sales Skills
• Execution Skills
• Relationship Skills
• Influencing Skills
• Customer Service Orientation

Competencies

• Planning & Organizing
• Driving Execution
• Building Partnerships

KEY INTERACTIONS

INTERNAL

EXTERNAL

• Branch Teams (BMs / SOs / CCR / RSM)
• Marketing
• Product & TPP Team
• Alternate Channels
• Vigilance / FCU / Compliance
• Promotional Agencies – Lead generation Activities
• Companies where Managed SA Relationship Account exists – via Salary Accounts
• Mapped Insurance Company staff

PREPARED BY: Priyanka Pal

DATE: 14-02-2024

REVIEWED BY: Jyothi Mohan

DATE: 15-02-2024

LAST UPDATED BY: TM Team

DATE: 17-02-2024