Officer, Branch Relationship Manager, Consumer Banking Group

Responsibilities

• To deliver exceptional volume and revenue performance with a primary focus on acquiring new-to-bank (NTB) DBS clients having an AUM ≥ INR 1 million through a “need-based approach,” while also engaging and growing existing clients.
• To drive sustained acquisition momentum through active sourcing, local market penetration, and network building, and ensure client coverage and product penetration via cross-sell and up-sell of DBS products and services.
• To manage & maintain the highest customer satisfaction and service levels through proactive client engagement & relationship management, coordinating internally with DBS Service, Distribution, and Product teams.
• Primary ownership of NTB acquisition: Consistently acquire and upgrade quality clients in the branch catchment with a strong focus on sourcing new affluent clients into the Treasures segment.
• To build and execute a robust acquisition pipeline through self-sourcing, referrals, branch walk-ins, local area prospecting, corporate and community engagement.
• To engage with existing customers to deepen the wallet share through retention and growth of AUM.
• To ensure activation of e-Channels (I-Banking / M-Banking/ Online MF/Debit Card) and Savings Book growth for both newly acquired and existing clients.
• To ensure proper implementation & execution of product strategies through effective relationship management.
• To develop the client trust and loyalty for entrenched relationship with DBS through lifestyle and beyond banking propositions.
• To ensure optimum product mix and new-to-product clients aimed at customer level profitability and enhancing client coverage.
• To drive and deliver exemplary customer service in the local market and uphold DBS service standards.
• To ensure internal and regulatory compliance through strict adherence to DBS sales process, timely risk reviews and exercising due diligence while on-boarding.
• To ensure exemplary service delivery of these clients by building appropriate workflows and processes incl. doorstep banking etc.
• To establish DBS as the primary banker for newly acquired clients and strengthen its position as a prominent banking provider through consistent acquisition and superior service delivery.
• To ensure the AUM of mapped Client segment by acquiring and nurturing clients having AUM => INR 1 M.
• To resolve customer queries and complaints within the agreed TAT as per the DBS customer service policy.
• To coordinate and work closely with CBG colleagues, Service teams, Product specialist to ensure that team objectives are met through an environment that nurtures harmony and collaboration through teamwork.
• To work closely with the Line Manager and City / Cluster Head to ensure achievement of common team and Branch objectives.
• To ensure internal and regulatory compliance and address operational risks if any, e.g. Health & Safety standards, security of premises, AML / KYC and ongoing risk reviews.
• To exercise appropriate due diligence while on-boarding and engaging with clients.
• To establish DBS as a primary banker for clients and as a prominent banking provider in India.

Requirements

• Minimum 2 years of experience in a reputed bank and proficient in banking products
• Preferably MBA (not mandatory)
• Mandatory - Graduate (10+2+3 years of education)
• AMFI / IRDAI / FEDAI certified candidates with BCSBI certification would be an added advantage
• Strong Relationship Management and influencing skills
• Strong service orientation, customer-centric behavior
• Effective probing and listening skills.
• Self-driven and ambitious
• Good written and verbal communication skills
• Results-orientated & the ability to deliver results under pressure
• In-depth knowledge of local market and competition
• Understanding of competitive positioning
• Focused on developing image and goodwill of the brand
• Creative, inquisitive mind with problem solving abilities
• Able to deliver results within tight timelines
• Attention to details, analyzing abilities
• Understanding of HNI Sales/ wealth management product suite, platforms and operational procedures
• Understanding of banking and para-banking guidelines issued by RBI (local regulations in India) and local laws and regulations that impact businesses in general
• Understanding of KYC requirements & Anti-money Laundering Policies
• Knowledge of financial markets and products to assist in meaningful engagement with client
• Management of clients and prospects for acquisition and deepening of wallet share
• Close interaction with Branch Manager, BOSH, CSO, CH, RH, Treasures RM’s and Treasures Elite Team Leader
• Operations team to ensure consistent delivery of volume and revenue targets
• Close and regular interaction with Branch Product specialists for effective skill / knowledge Development of self and explore potential in existing books through joint engagement with clients