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Company Name : IDFC FIRST Bank
Location : Hyderabad, Telangana
Job Description : Role/ Job Title: Team Lead – VRM
Business: Retail Banking
Function/ Department: Retail Liabilities
Place of Work: Branch/Sales Hub
Roles & Responsibilities:
‘- Responsible for quality recruitment, Sales Planning, Business delivery tracking, Monitoring and reviewing VRM Performance and mentoring individuals for effective tele-calling for achievement of the defined goals. Also responsible to ensure adherence with tele-calling guidelines as per regulatory industry norms.
Ensuring the VRM Team achieves goal sheet objectives and revenue targets to earn incentives. Also, responsible for monitoring quality of engagement for the team.
Enhancing engagement with HNI customers through client meetings and/or joint calls with RMs, support functions in peer group and quality NTB Acquisitions.
Ensuring engagement and coordination with various functional peers to ensure smooth business delivery from the team across Liabilities and Asset products of the bank, Trade Forex, Wealth business, Insurance and Credit Cards Business in the branch.
Responsible to drive Privilege program onboarding, Cross Sell in the VRM Portfolio and to enhance Product Per Client ratios in the managed book.
Ensuring Digital adoption and completion of the assigned Tasks, triggers, campaigns and client outreach programs assigned to the VRMs.
Secondary Responsibilities : ‘- Incumbent is responsible to ensure that the VRMs provide quality service delivery to bank customers and ensure process adherence.
Envisage data driven sales plans for the managed book to improve portfolio quality. Ensure regular reviews, daily engagement and trainings to the team.
Client requests and complaints to be addressed efficiently within stipulated timelines.
Ensure all sales activity is recorded as per the organizational process and all bank policies are adhered to by self and team.
Managerial & Leadership Responsibilities :
‘- Lead the IDFC First’s customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight.
Attract and retain best-in-class talent for VRM’s in the region & attrition control.
Monitor key parameters on employee productivity and attrition rates and make necessary improvements.
Champion the use of data analytics to increase engagement and product holding for customers being managed by the team.
Key Success Metrics:
‘CASA Growth, Fee Income Growth, NTB Customer IDs, Net Promoter Score(NPS) Team level targets: % customers Optimus download, #products per customer (PPC), #cross-sell (assets products), %increase in avg ORV, #customers upgraded to RB program , #family/groups created, Attrition Control
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