Corporate Salary SM -Bangalore

Responsible Sales Manager for managing corporate relationships and acquiring new corporates salary relationships along with the ability to cross sell products of the bank.

Sr.

Key Responsibilities

1

Ability to scan corporate markets and Industries in the area of location an identify potential

2

Growth the book by contributing from existing corporates and NTB’s (minimum 4 new NTBs on a monthly basis with an average salary size of Rs 20,000/- and minimum number of employees of 20.)

3

Increase penetration in corporates and ensure effective cross sell of products of the bank

4

Ensure effective engagement with the corporate and key decision makers

5

Engage with internal stakeholders of the bank to understand potential within the bank and work closely in enhancing share of wallet from existing customers across the segments of the bank

6

Ensure effective engagement with the corporate and key decision makers

7

Ensure all accounts sourced have salary credits into the account

8

Increase penetration in the corporates in-terms of no of salary credits and other products of the bank by working closely with the relationship team

9

Enhance Cross sell opportunities by conducting sales / service desk in every corporate by following a defined calendar along with the relationship management team / team

10

Consistently increase the managed book size by a minimum 30% month on month

11

Ability to act as an ambassador of the organization

12

Effective team management

Qualifications

Essential

Graduate Degree

Preferred

BCA

Skill

Attribute

Management

Knowledge of Vendor management skills especially build relationship with the Vendor, monitor performance and driving change thru Vendors

Awareness on Customer confidentiality, information security, fraud risk etc.in a Vendor relationship

Service Excellence

Treating Customer Right

Taking end-to-end Ownership of Customer Issues

Cutting across the Bank to obtain results for Customer Servicing

Always handling Customers with a positive attitude

Valuing the value chain within the organisation

Staying ahead of Customer Needs/Queries

Bank Process knowledge

Good Understanding of overall banking products viz. Liability, Assets & Credit cards

Understanding of RBI & TRAI circulars

Knowledge of 5 Pillars of contact centre

Communication Skills

Clearly conveys and cascades information and ideas, through a variety of media, to individuals or groups in ways that engages the audience and helps them to understand and retain the message

Is consultative and seeks to personalise communication to meet the internal/ external customers’ needs

Actively seeks and analyses feedback and responds in an appropriate manner

Business Acumen

Makes sound commercial decisions based on a long term view of member needs, strategic direction, industry developments, political environment, commercial viability and other socio - economic factors.

Demonstrates their knowledge of sound business processes and practices through the delivery of effective outcomes and value adding initiatives

People Management

Actively builds and fosters a friendly, harmonious and productive working atmosphere for all staff.

Coach and mentor the Management and Supervisors in developing sound people management, leadership skills and relevant competencies.

Actively shares your knowledge and experience with others in team.

Leads by example. Models respect, helpfulness cooperation and organisational values.

Builds a cohesive and collaborative team environment.

Relationship Management

Good Understanding of relationship management as a set of beliefs, data & processes which seek to better understand the needs of customers and to produce value to both Customer & Bank

EUC Skills

Basic MS Office tools including Visio & MS projects

Competencies

Attribute

Professionalism

To conduct your duties with good judgment and in good faith

Respect

To be sensitive and responsible for what we say and do

Excellence

To act in a manner that earns the trust and admiration of others

Entrepreneurial

To be enterprising and take ownership of our actions

Teamwork

Working collaboratively to achieve the common goals and be successful together

Client Oriented/Engaging

Ability to understand Customer Needs & Issues and keep them engaged while delivering the necessary

Result Oriented

Unwavering focus on achieving results

Customer Influence

Ability to influence Customers in a smooth, non-abrasive manner

Influence

Ability to influence stakeholders in a smooth, non-abrasive manner

Orientation to Excellence

Strives for Excellence in whatever they do

Attention to Detail

Being meticulous and checking the nitty gritty

Communications

The ability to convey information to others effectively and efficiently

Perseverance

1.persistence in doing something despite difficulty or delay in achieving success

Time Management

Managing time effectively - allocating the right time to the right activity

Leadership

Directs and advises others on performance of their jobs, using appropriate leadership styles while managing different individuals

Motivating Others

Achieves results through effective use of people; inspires others to achieve goals by keeping them interested and satisfied while working on established targets. Maintains a productive and gratifying climate and by showing commitment and enthusiasm, obtains dedication from the team.

Decisiveness

Shows a readiness to make decisions, render judgements, commit oneself to definite opinions, taking actions and responsibility for such decisions

Presentation

Effective presentation skills

Negotiation

Negotiation skills resulting in creation of win-win situations

Strategic Thinking

Ability to create alternative strategies when implementing solutions for regulations

Stakeholder Management

Regular & appropriate engagement with all stakeholders, ensuring they are informed and aligned when required

Project Management

Application of processes, methods, knowledge, skills and experience to achieve the project objectives

Relationship Management

Understands that relationship management is a set of beliefs, data and processes that seek to better understand the needs of others and to produce value for them and the organization

Internal & External

All departments of the Bank, particularly

Management Committee, especially:

Heads of BBB Business of Geography & Products and their respective teams

Heads Agri & FI and their teams

Head Strategy, Retail Banking & FI

Client Services

Operations

Marketing & Communications

Business Solutions Group

Compliance

Board Secretariat

Responsible Manager for heading the Branch * Business Banking Customer Services for RBL Bank.

Leads and drives the Service Agenda across the BBB segments which includes Insignia, Non Resident Banking, Premium & Prime Clients

Responsible for all activities that directly or indirectly impacts Customer Services, including the Service Management Framework, Service Processes, Service Compliance, Service Delivery, Service Performance and enhancing Client Engagement

Responsible for achieving the Service Vision for the BBB Segment

Ensures effective and efficient usage of staff and technology resources by managing performance against targets and continuously measuring KPIs to monitor, analyze, plan and continuous improvements of people, systems and processes to enhance performance. Using data driven insights to meet and exceed Service Levels high quality intraday Service management.

Supporting the management of the Client Services Central & Regional Teams

Lead & Drive the implementation of the Service Management Framework across BBB and institute a strong sense of Service Excellence resulting in the Service Vision being achieved across the BBB Network

Create the Strategy for the BBB Segment in conjunction with Business Unit and implement changes to enhance our Customer Value Proposition, Service Offering & Client Satisfaction

Track emerging trends in the Industry and improve all parameters required to create an Industry Benchmarked Client Service Offering resulting in improved Customer Engagement & Satisfaction

Continuously explore and identify opportunities to drive positive customer experience and engagement for our service offerings and drive continuous improvement projects to improve performance against targets. Work with BBB Management to identify opportunities and ensure projects deliver desired results

Support BBB Management in achieving their Business Objectives

Ensure that the BBB Network consistently delivers Excellent Customer Service throughout the year. Manage and influence the achievement of High Client Engagement & Satisfaction across the network

Ensure that Client Delivery & Servicing processes are client centric (Built with an Outside-In View) and work smoothly across the network. Regularly review these processes based on gathered data, with a view of improving client centricity & quick fulfillment

Ensure that Client Requests, Issues & Complaints processes are up-to-date and are handled effectively and efficiently across the network

Takes ownership of difficult issues & complaints and supports the handling/resolution processes

Ensures that the implementation & impact of launches of new product & services to the Customer Services staff is executed effectively and results in delivery & service quality being offered to customers

Ensures the delivery of excellence in Customer Service in accordance with internal business measures and ensuring that the relevant Service Staff do achieve their cross sales targets. Steps in to resolve issues related to Sales over Service incidents and liaises with BBB Management to create win-win resolutions

Clearly defines responsibilities and develops effective KPIs for the BBB Services Workforce, in liaison with BBB Management. Works together with BBB Line Management to ensure these are properly communicated to the workforce on a timely basis

Participates in the creation/updating of the Services Performance Management Process to ensure that the process for BBB adequately covers the objectives of the exercise. Engages with BB B Line management to ensure they understand and are aligned with the approach adopted and support the ongoing execution of the process

Ensures and manages the effective working of the Service Performance Processes and analyses performance, highlighting problem areas and identifying improvement actions to BBB management

Uses data gathered to view the level of Service Competencies & Skills in the BB Workforce and recommend appropriate action

Additional effort is required in ensuring that the BBB Network adopts a consistent approach to customer service and there are processes in place to discuss their performance periodically using various metrics

Develop & enhance team motivation processes that increase Customer focus in the BBB Services Workforce

Reviews all reports on various aspects of Customer Services performance of the BBB Network, reviewing for trend analysis, etc. to ensure appropriate action is recommended and executed to improve Service Performance

Design, manage ensure various client engagement & satisfaction surveys are conducted to improve service delivery and engagement processes, CSAT Scores, Service Resolution Indices, Client Loyalty, Complaint Management & Resolution, Request Delivery Vectors, etc.

Creates and executes an annual Engagement Plan to visit key locations and connect with the Services Workforce

Implement all Service initiatives and process enhancements XXX

Establishes and conducts monthly meetings with all stakeholders to review Services performance et all

Understand the regulatory, and compliance issues relating to the role and industry and ensure BBB Customer Services is fully compliant with the BCSBI and RBI Circulars on Customer Services with the support of the Central Services Team and other players

Follow-up on Compliance/Audit Issues xxx

Represent the Customer Services on key projects ensuring deliverables meet the needs of Customer Services

Any support to the BBB Services Workforce required XXX ?

Review of processes for changes/new services to ensure seamless implementation & execution XXX

Supporting the management of the Client Services Central & Regional Teams

Support the Services Governance processes, including the effective running of Board Meetings