Virtual Relationship Manager - Team Leader - Mumbai

Mintskill HR Solutions LLP; United States; Remote; USD 4,700 - 6,800; Full time

Benefits offered by this job

D2 Grade

Performance Linked Incentive (10 Lac)

Gratuity

Subsidized home loan

Subsidized vehicle loan

Subsidized personal loan

Job summary

HDFC Bank Limited in Mumbai seeks a Virtual Relationship Manager to lead a team of 8 VRMs, drive sales and customer engagement across digital and branch channels, and ensure world‑class service standards. The role involves monitoring call flows, coaching the team, managing leads, and coordinating with Sales to gather feedback and improve performance.

Graduation/PG required, excellent English, BFSI sales experience, and a strong customer‑centric mindset are essential; a D2 grade with substantial

Qualifications

• Educational Qualification: Graduation/Post-Graduation.
• Excellent English Communication, Sales Minded, Customer relationship and retention, Team Player.
• More than 1 year of experience in Portfolio management, Cross sell, Team leading, BFSI sales.

Responsibilities

• Manage a team of 8 Virtual Relationship Managers to meet portfolio objectives (sales, income, service interactions).
• Daily monitoring of call flow and volumes for the team.
• Ensure VRMs engage with customers regularly and monitor calls and VOC.
• Conduct super reviews to increase team productivity.
• Review leads for each VRM and update status.
• Aid VRMs in problem areas like objection handling and product features.
• Track VRM performance vs leads, conversions, and portfolio parameters.
• Conduct daily huddles and team meetings to maintain expectations.

Skills

Excellent English Communication

Sales Minded

Customer relationship and retention

Team Player

Education

Graduation/Post-Graduation

Job description

Category: Banking

Location: Mumbai Vikhroli Maharashtra India

Job Purpose

• To engage regularly with the customers as defined by the contact policy and provide a Consistent & a Superior Digital Experience. Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer.
• To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to use the Digital mediums for their banking transactions/ needs, while keeping a "window' to talk to the bank whenever customer needs.
• Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed.
• So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services, thereby ensuring that the VRM also achieves the key performance parameters set

Job Role

• Responsible for managing a team of 8 Virtual Relationship Managers in order to ensure that the portfolio objectives like sales,
• income, regular service interactions etc are met and customers are serviced properly.
• Daily monitoring of call flow and volumes for the team.
• Ensure, the VRM is engaging with all his customers regularly and in a proper manner by monitoring the VRMs calls and VOC calls.
• Conduct sup reviews to increase teams productivity.
• Review of the leads sheet for each VRM and ensuring the latest lead status is updated
• Aid the VRM in their problem areas like objection handling, product features, pitching
• Maintain a track of VRM performance w.r.t leads, conversions, income, achievement of portfolio parameters etc
• Conduct daily huddles and team meet to ensure job expectations and productivity is maintained.
• Coordinating with the Sales Manager to get the latest feedback from the sales executives
• Tracking and highlighting possible customer issues due to improper lead management
• Identify training gaps for his team and communicate the same to the UH/ Training Manager every month

Requirements

Educational Qualification: Graduation/Post-Graduation

Required skill(s) : Excellent English Communication, Sales Minded, Customer relationship and retention, Team Player

More than 1 year of experience in Portfolio management, Cross sell, Team leading, BFSI sales

Benefits

D2 Grade and opportunity to earn around 10 Lac of Performance Linked Incentive.

Benefits like Gratuity, Subsidized loan for Home, Vehicle and Personal are additional benefits apart from Salary

About Client

HDFC Bank Limited is an Indian banking and financial services company headquartered in Mumbai. It is India's largest private sector bank by assets and the world's 10th largest bank by market capitalisation as of April 2021