Virtual Relationship Manager - Team Leader - Mumbai

• 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
  

• 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

Benefits