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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.
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 4 - 10 Years years of relevant experience expected for this role.
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a COP-Supervisor at HDFC Bank.
This role requires around 4 - 10 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
You can apply directly using the Apply Now button on this page, which will take you to HDFC Bank's application process for this role.