Cluster Lead-First Wealth

Job Requirements

Role/ Job Title:Cluster Lead-First Wealth

Function/ Department:Private Banking

Job Purpose

The job entails overseeing Relationship Managers (RMs) in the branch, ensuring their recruitment, training, and continuous development to meet set goals. Responsibilities include guiding and mentoring RMs for goal achievement, maintaining team productivity, and achieving revenue targets. The role involves enhancing customer engagement, especially with High Net Worth Individual (HNI) clients, across various banking sectors. It also entails driving cross-selling initiatives, ensuring compliance, and delivering exceptional customer service while focusing on data-driven sales strategies for portfolio improvement. Upholding efficient request handling, adherence to processes, fostering a customer-centric culture, attracting top talent, and monitoring employee productivity and attrition rates are integral aspects of this position.

Roles & Responsibilities

• Responsible for quality recruitment, training, developing the knowledge and capability of RMs in the branch and also provide guidance, anytime feedback and mentorship to individuals for enablement of achievement of the defined goals
• Ensuring the RM Team maintains productivity, achieve goal sheet objectives and revenue targets. Also incumbent is responsible for monitoring quality of engagement, sales and processes for the RMs in the branch. Enhancing engagement with HNI customers through joint calls with RMs
• Ensuring engagement across liabilities, retail assets, business banking, trade forex, wealth business and credit cards business in the region. Responsible to initiate thrust on cross sell and to enhance product holding ratios in the mapped clients for the branch.
• Ensuring that relationship managers are earning incentivesin the branch assigned
• Driving execution of the triggers, campaign and programs designed and released by the channel management & product teams
• Incumbent is responsible to ensure that the relationship managers provide best customer service to their portfolio customers and ensure all processes are followed as laid down within the bank’s audit and compliance framework
• Envisage data driven sales plans for existing liability product customers of the region to improve portfolio quality and account usage. Ensure periodic reviews and trainings to the team
• Ensure First Time Right (FTR) is driven as a guiding principle for all requests. Client requests and complaints to be addressed efficiently within stipulated timelines.
• Ensure all sales activity is recorded as per the organizational process and all sales and service processes are adhered to by self and branch team.
• Lead the IDFC Firsts 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 RMs in the Branch
• 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