Team manager- Prime Banking

Job Purpose

  • Responsible for managing a team size of 15 Personal Bankers managing prime portfolios
  • Managing team in order to ensure that the portfolio objectives like cross-sell, income, quality parameters and regular service interactions etc. are met and the Prime customers are serviced properly.
  • Operations process adherence should be the main objective with meeting the Audit & Compliance parameter
  • Managing the team in order to ensure proper engagement with customers with focus to increase the digital penetration and all product penetration to achieve the objective of income/revenue generation
  • Responsible for  training and motivating staff.

 

Job Responsibilities(JR) : 6 – 8 Areas

Actionable (4-6)

  • Manage PB Performance for Income generation
  • Driving the team for building effective relationship management with customers and guiding the team for revenue/income generation.
  • Monitor the revenue generated regularly.
  • Performance tracking and review with the PB.
  • Monitor the performance of all the portfolios under management so as to meet the income targets set month on month.
  • Driving the team for  achieving the defined business  objective set
  • Manage PB Performance for  Portfolio Parameters
  • Ensure that every Personal Banker is meeting the defined parameters of the portfolio
  • Build on the liability balance s
  • Every portfolio to have the required set of groups as per benchmark so as to build relationship with the customers.  Make the family members part of the program by addition of groups.
  • Maintain and track the no of eligible groups in the portfolio.
  • By engaging with the customers with cross sell and convenience products
  • Digital Penetration
  • Enhancement of digital penetration in the portfolios under management with proper NB/MB activation
  • Improve the stickiness of the customer by making the customers use bill pay facility of the bank.
  • Penetrate into other digital products like Bill Pay, Smart-pay/ net-banking/mobile-banking
  • Sales Process
  • Contactibility -Ensure the PB calls the customers as per the calling plan and reaches out to all the customers at least once in a 4 months
  • Daily triggers triggered are contacted timely by the PBs and business opportunities created.
  • Ensure the Missed calls and birthday calls are made on time to customers to engage with the customers.
  • Check and monitor the call attempts versus the proper connects and analyses the reason for non-contactable customers
  • Supervisory Review-Review the customer transaction history, profile, interactions, APT and give proper recommendations to the PB for action in CRM next. Share feedback with the customers post the reviews are done. Check if the guidance given is being followed by the PBs.
  • Profilers-Review that the PB updates the information which is sought with the customers during the conversation made .
  • Service Quality & Customer Satisfaction
  • Review of Service interactions updated by the PB whether they are updated in a complete manner or not
  • Tracking of profiler updation of PB on each and every calls and on the basis of the profiler the PB are interacting with the customers.
  • Customer feedback and appreciation is highlighted for improving the PB interactions with customers
  • Analyzing the PB for their problem areas like query handling, objection handling, product features, pitching etc.
  • Handling the calls escalated.
  • Identify training gaps and requirement for his team and communicate the same to the UH/ Training Manager
  • Barging of calls made by PBs daily  followed by giving feedback and review and check if the feedback has been implemented and there is improvement.
  • Team Management
  • Motivating the team and creating the team bonding
  • Engaging with team
  • Control the attrition in the team and reviewing the reason for it