Relationship Manager-MEG

About the Company

HDFC Bank is one of India's premier banks providing a wide range of financial products and services to over 43 million customers. Promoted by Housing Development Finance Corporation (HDFC), India's leading housing finance company, HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank"​. With a single-minded focus on product leadership, customer focus and operational excellence, the bank has accomplished this, emerging as a leading player in all its business segments. From a full range of products to the sheer convenience of their delivery, HDFC Bank today has made significant strides in the banking space. It was recognized as India’s Most Valuable Brand for 5 consecutive years in a study conducted by Kantar, a research agency of the WPP group.

Job Role: Relationship Manager-MEG

Job Purpose

To run initiatives in line with key objectives of the Business in order to attain the banks objective of business leadership.

Key Responsibility

Branch Management:

·         Plan the branch visits detailing the coverage every week

·          Meeting the branches during the morning meeting – every branch once a month

·         Scoping the RM/PB customer for lead/joint calls OR make use of available resources in the branch for leads/joint calls

·         Planning the catchment area activity/scoping for lead generation/joint call

·         Ensure RM/PB activation from the activities above and review of branch performance/resource wise performance/review with CH as and when required.

·         Creating excitement in branches/spot sanctions/contests/recognition program

·         Check CRM daily and review the leads/update follow up leads/with dates

·         Document branch meeting through Cogent/mails

Lead generation/logins

·         Planning the above so that it translates into 2 calls per day/2 appointments per day

·         Send the communication to the customer on documents required

·         Follow up the on the calls made for documents/arrange for pickup of documents

·         Check for completeness of documents

·         Go through the Financials/bank statements for churn/bounces/interest servicing as per product  KYCs

Cross Selling

·         To be the one-stop shop for each of our Express OD clients and provide suitable gamut of financial products such as Insurance, CASA, Credit Cards, Other Assets Products as required by the customer.

·         Monitor and track Leads.

Renewals

·         Work on the renewals in advance for customers who are not getting auto renewed

·         Mail to the respective customers on docs required for renewal

·         Follow up weekly twice for docs

·         Arrange for collection of documents

·         Check the documents for completeness

·         Study the financials/bank statements/churn/interest servicing/aberrations from the stated nos as per product requirement

·         Speak to the customer for addressing issues/aberrations

·         For renewals overdue and having genuine delay put up for extensions

Churn into WC account

·         Post disbursement ensure that all business churn comes to HDFC bank account

·         If OBA waiver required/check for justification/check for churn/put up to the authority

·         If not inform the customer on closure of OBA/levy of 2% penalty

Call Memos

·         Express OD Monitoring to happen basis central triggers, customers falling in triggers and if not contacted virually to be met by RM as required frequency.

Delinquency management

·         Depending upon severity of each case - Customer Call for servicing Interest.

·         Email communication to Branch & customer

·         Personal Visit to Customer / Joint Visit with Credit Manager

·         Rigorous follow-up

Complaints : CRM / MD / PNO / CRO

·         Analyze complaint

·         Seek resolution post discussing with Customer