Virtual Relationship Manager - Cochin

PeopleStrong; Ernakulam; On-site; INR 700,000 - 1,200,000; Full time

Job summary

PeopleStrong in Ernakulam, India is seeking a candidate to manage Virtual Relationship Managers (VRMs). The role involves overseeing distributor engagement and sales achievement while ensuring compliance with internal reporting. Responsibilities include tracking sales performance, training VRMs, and handling distributor queries efficiently. Candidates should have strong analytical and customer service skills, with a background in sales management. Join us to enhance the customer experience and drive business success.

Qualifications

• Experience in managing relationships with distributors.
• Strong analytical skills to track sales and market share.
• Ability to engage and train virtual relationship managers.

Responsibilities

• Manage Virtual Relationship Managers and their distributor engagement.
• Ensure compliance with internal reporting and audit systems.
• Drive sales and activation from mutual fund distributors.

Skills

Distributor Engagement

Sales Management

Compliance Reporting

Customer Service

Data Analysis

Job description

This role is responsible for managing Virtual Relationship Managers for the Zone, who will be actively involved in distributor engagement, distributor servicing over phone, and achievement of the sales target.

Job Context / Job Challenges

Retail business is an important arm of the MF business. It helps the AMC garner equity assets, which is the most profitable asset in this business. It also helps in increasing the reach and penetration of various products across various geographies. There are multiple channels involved in this set up; namely MFD (Mutual fund distributors), ND, PCG & Banking. MFD channel is the most critical channel for retail sales, and the majority of bulk business is garnered from this channel. The channel helps us to increase our distribution and ensures our presence across the length and breadth of the country.

PPD‑VRM Model

PPD‑VRM will be responsible for servicing the distributors virtually (via emails/calls). It also provides virtual support to Sales RM on call. MF distributors will be mapped to each VRM and they will be the one‑point contact for generating business from them virtually. VRMs will connect with the distributors using the existing PPD IVR numbers and e‑mail ID. Since this is a virtual model, no in‑person meetings are required as of now; VRMs will function from their existing branches. All necessary training on products, selling skills and soft skills will be provided to help them become effective virtual relationship managers.

Key Result Areas

• Virtual Relationship Sales Management: Tracks market share and gross sales to ensure that the Zone delivers the targets. Drives activation of MFDs to achieve higher sales volumes. Drives ongoing sales from the defined relationships and contributes to sales achievements. Obtains and analyzes information from market to increase activation and sales. Profiles distributors and caters to their requirements to ensure ongoing business. Daily tracks the VRM productivity and business converted.
• Managing Distributor Engagement: Conducts joint meetings and contacts with the distributors along with the VRMs. Disseminates updates and other product‑related information in a timely manner to the VRMs (via email and distributor connection). Organizes and executes trainings for the VRMs and engages partners in collaboration with Investor Education. Updates VYMO with requisite information to facilitate data collation and analysis.
• Reporting and Compliance: Ensures 100% compliance with internal reporting and audit systems. Provides weekly reports to the VRM Head.
• Manage the Distributor Servicing Process: Ensures all distributor queries are handled and reverted on time. Identifies gap areas and prioritizes them based on distributor expectations. Helps develop systems to monitor adherence along with the manager. Identifies and implements existing processes to improve the level of service. Shares and adopts best practices across channels and introduces new ideas to enhance service offerings. Promotes cross‑selling and upselling of products. Passes on leads to the Sales RM.
• Feedback Action Planning & Digital Adoption: Defines action plans for implementing proposed changes. Improves performance metrics such as process efficiency (e.g., TAT), productivity, cost savings, and customer satisfaction. Utilizes technology (CRM, RightFax, IT infrastructure) to move manual interactions into automated channels. Enhances distributor experience, increasing efficiency and productivity and overall cost reduction. Implements digital adoptions.
• Continuous Review of VRM Distributor Servicing Processes: Liaises with the CRM team for development. Liaises with the contact‑centre operations team for implementation. Checks with the training and quality team for standardization and quality of delivery.
• Complaint and Escalation Management: Performs detailed RCA of distributor complaints for resolution. Follows up with CAMS/customer service team to resolve escalations. Conducts final resolution calls to customers to close the escalation.