Preferred Relationship Manager-RBB
Job Purpose
Responsible for including HNI customers into the Preferred programme and offering them a superior
customer experience to enhance the profitability of the relationship by increasing the relationship size,
cross selling the right products, acquiring family a/c’s, retaining and enhancing the relationship. The
RM is also responsible for acquiring new to Bank Imperia relationships.
To be a one-point contact for all his financial needs and services, thus enhancing current relationship
value and wallet share which will further increase profitability from these relationships.
HNW Portfolio Management
Customer Service
Operation Marketing & Process
Key Responsibility Areas: 6 – 8 Areas Activities
HNW Portfolio Management
(Acquiring, Enhancing, Deepening
and Retention)
Liaising with PB/ Preferred RM to flag eligible
customers form Classic/ Preferred portfolio
Acquire new customers who meet product criteria
Regular interaction with the customer to build
rapport to understand and update the profile.
Enhance the Overall value/book size of the portfolio
Maintain the overall quality / hygiene parameters of
the portfolio
Cross selling products of the bank based on the
customer need
Joint calls being done along with Supervisor as per
defined process
Advisory services to be offered based on the
requirement in coordination with PBG.
Attrition control of customers
Achieving MTD and YTD Revenue Targets
Operations, Marketing & Processes Error free documentation for all account opening
and all customer instructions (Stop payments, FD
Closure, etc.)
Ensure KYC / AML norms are adhered to at all
points of time
Ensure that 5-S norms are adhered to for individual’s
workstation
Increase in wallet share Look for opportunities to cross sell any other
product of the Bank, to ensure that HDFC Bank is a
one stop shop & solution for all banking needs of
the Imperia Customer
Sales to family members and associates (all
network)
Ensure that optimal levels of Income generating
Product Group Holding (IPGH) is reached
Product Penetration & contribution
towards focused product
Ensure that an optimal level of Income generating
Product Group Holding (IPGH) is reached.
Enhance client's Customer to Group (CTG) level
Customer Service Ensure quality customer service is delivered. All
customer queries and complaints are being
resolved within TAT.
Customer is informed about any regulatory or
process change. Keep the customer updated on
program features.
Ensure timely customer communication on requests
and concerns raised.
Proactive complaint management through feedback
from customers.
Promoting all direct banking channels and ensuring
that the customer is utilizing the same
Ensuring that customers are introduced to the RBH /
BM and PSO (PBA in case of a non PSO branch) so
that there is back up when the customer visits the
branch and the RM is out
Ensure smooth transition of handover/takeover of
the portfolio