Job Purpose
• Responsible for managing and driving a team of Virtual Relationship Managers (VRM) handling
portfolio of eligible Imperia & Preferred customers in order to achieve the targets set and that all
guidelines and regulatory requirements are followed.
• Ensuring that customers get world-class services and their needs are understood and met through
financial products that the Bank has to offer.
• Consistently meet portfolio objectives defined Viz. sales, income, group product holding etc.
• Ensure adherence to Operations process aimed at zero defect transaction processing & meeting the
Audit & Compliance guidelines.
• Responsible for managing, training and motivating staff.
• All of the above parameters consistently met by the team of VRMs.
• Income generation through a right blend of enhancement of CASA balance and through cross sell of appropriate products. So that the VRM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services, thereby ensuring that the VRMs also achieves the key performance parameters set
Job Responsibilities(JR) : 6 – 8 Areas
Business Achievement and Development for VRM & Team
• Ensure proper scoping is done and target / niche customers identified with ACTIVE collaboration from concerned Product/Sales Support Teams
• Ensure that the targets on liability accounts, through the channel (Branch and direct sales), are met under all parameters specified.
o Meet value target for Liability Balances of the customers
o Ensure quality of sourcing is maintained and depletion rates are controlled.
o Ensure that Salary credits reach or exceed the expect Salary Credit targets
• Ensure that all managed portfolios are effectively managed through VRMs and that set targets on each of the portfolios is reached.
• Also, Team Manager has to ensure seamless servicing of customers.
• VRMs are made aware of the Scorecard targets & Portfolio Benchmark.
• Ensure that the High Net worth individuals are persuaded to avail the private banking products and services (advisory, etc.)
• Ensure that there is cross sell to the customer on asset products as offered by the Bank.
• Ensure that the customers get credit cards and start using the same for all their transactions- credit card activation push.
• Income to be generated at a customer level.
• Ensure that cross sell targets on Third Party Products is met for the Unit
• Ensure Staff are trained on product knowledge and requisite certifications
• Engaging with bottom 20% performers and identifying ares of improvement and demonstrating the How.
• Review Daily Sales Report of the staff and provide guidance on ways to improve on the same
• Managing and monitoring performance of all the sales resources
o Productivity of Liability and Non Liability sales staff
• Attrition control of customers
o Includes persuading the customer to continue and if required renew FD’s
§ Monitor large amount movements / account closure from the deposit accounts and ensure that customer does not attrite
o Ensure that the marketing analytics list on possible attrite, is called and retained
• Ensure that there is no revenue leakage
Customer Service / Customer engagement
• Plan monthly/ weekly/ daily contacts for the team of VRMs basis the contact policy & track implementation
of the interaction plan.
• Effective planning & implementation of event based trigger, birthday calls, campaign calls and other defined
objectives for customer contacts.
• Ensure that VRMs offers highest quality of service to the customers and meets expected Service Quality standard by educating the customers to use the Digital Banking mediums for their banking transactions /
needs. This is measured iva call evaluations and Sup
Reviews
• To review contact attempts versus successful contacts and analyze reasons for non-contactable customers.
• Ensure VRMs make regular contact with customers for service as well as business updates.
• Adequate logging of complaints, Reviewing & Resolving all complaints received (VRM, self, branch, other units) within the stipulated TAT
o Monitor all complaints received and ensure that they are closed within TAT
o Improve customer communication on closures
o Check with customers if the process of complaint has been managed well
o Ensure no escalations happen
o Preventive complaint management
o Asking for feedback from customers, who are not complaining
o Discussing with staff the importance of getting feedback from customers on a regular basis
• Periodic review of customer base i.e. Contactibility,
Eligibility, Product penetration & profitability. Take appropriate action to activate every customer / improve
the product penetration & profitability of the customer to become a Primary Banker for the customer.
• Carry out VoC to assess strengths and to ascertain possible improvement areas of the VRMs basis customer feedback. Take appropriate action- reward the VRM for appreciations/ corrective actions as required.
• Monitoring implementation of Sales Process.
Business Generation / Sales Tracking
• Track business generation and income for each VRM in the team on a daily basis, and take due steps.
• Review leads generated by each VRM and ensure real time lead status availability.
• Ensure VRMs actively track their leads, keep customer regularly updated on the lead status & complete the lead closure within a reasonable timeline, basis product.
• Tracking and highlighting possible customer issues on account of improper lead management.
Supervisory Reviews frequency to assess effectiveness of customer interactions by the VRM.
• Check profiling done by the VRM to ascertain effectiveness.
• Basis interaction logs captured by the VRM & discussions with the VRM, provide directional inputs on customer interactions & business generation.
• Demonstrate “how”.
• 220 Sup Reviews per month
Operations
• Conduct internal checks on a regular basis & share a feedback with VRMs on time to time.
o Lead file maintained by VRMs
o Requests captured by VRMs
o CRM Interaction
• Ensure seamless handling of operations areas such as customer requests, transactions, reversals etc.
• Handling queries of VRMs on floor and provide resolution.
• Ensure timely responses to customers through call out/ e-mail as applicable.
• Handle 1st level escalations and ensure satisfactory resolution to the grievances.
• Ensure judicious utilization of financial and non- financial authority.
• Carry out periodic checks to ensure team adheres to Audit & Compliance guidelines.
Audit and Service Quality
• Ensure all laid down system and process are followed as stipulated by Audit and Senior Management
• Monthly / Periodic Verification of Auditable items.
• Review of CRM Interactions & Lead Quality
MIS - Reporting and Analysis :
• Ensure timely and accurate updates of all portfolio
performance parameters.
• Maintain track of VRM performance w.r.t leads, conversions, income, achievement of portfolio parameters etc.
Staff Management
• Ensure that all VRMs are adequately trained on the
Products of the bank and sales process
• Ensure that all VRMs are trained on the process to be followed (including amendment with new circulars)
• Be aware and make VRMs aware of various policies of the bank with regard to customer service and compliance
• Monitor productivity and give guidance on improving the same in conjunction with the Line Manager / Unit Head.
• Ensure that all VRMs are sent for class room training on a regular basis
• Ensure that nominated VRMs attend training sessions conducted by HR, without fail.
About HDFC Bank
Similar jobs
Join as a crucial member of Fresh Prints’ Finance Team (Remote Working)
Fresh Prints is an NYC-based custom apparel company. We are one of the fastest-growing brands in the US with over 60% growth rate in the last decade. Our people are a critical factor in helping us achieve this growth.
We are looking for amazing people who would love to have international exposure and are interested in working for a popular New York-based company. We need a focused team player who has excellent communication skills and attention to detail. You’ll learn tons about a lot of different aspects of finance. And for the right person, this role offers an uncapped opportunity.
Description of the Role
As a member of our Finance Team, you're going to have wide-ranging responsibilities and goals. However, your primary focus will be to manage our entire invoice collection process. You will be responsible for making sure we receive timely payments of over $40 million a year in revenue.
On a day-to-day basis, this means:
- Following up with customers on open and overdue invoices
- Handle case escalations and complex invoices
- Coordinating with Universities, Student organizations, and companies on invoice payments
- Tracking and reporting on overall collections metrics
- Applying check and Venmo payments to invoices
- Taking card payments over the phone
- Applying discounts and refunds to invoices
- The Unknown - we're always looking to find new ways to improve and we also want you to take ownership of projects you think can add value
Requirements
- 3+ years of experience in the Finance/Collections/Accounts Receivable field
- Excellent communication skills and proficiency in English are a must
- Customer centric
- Good problem-solving skills
Personal Attributes
- Proactive: You believe it’s always on you to make sure anything you do is a success.
- In love with a challenge: You revel in solving problems and want a job that pushes you out of your comfort zone.
- Goal-oriented: You’re incredibly ambitious. You’re dedicated to a long-term vision of who you are and where you want to go.
- Open to change: You’re inspired by the endless ways in which everything we do can always be improved.
- Calm under pressure: You have a sense of urgency but channel it into productively working through any issues.
- Super attentive to detail: You have an eagle’s eye for detail and can catch any mistake within seconds.
Compensation & Benefits
- Competitive annual salary
- Health Insurance
- Learning opportunities
- Working in a great culture
Details
- This is a WFH role
- Hours are Monday - Friday, 8:00 AM to 5 PM (EST)
At the end of the day, we’re confident that you’ll love this role because we’ll train you, set goals, and then give you the keys. You’ll be held directly responsible for driving results, the way you were for your own business. And you’ll do that surrounded by a team of incredibly talented, dedicated, and ambitious people who’ll challenge you to grow every day.
Fresh Prints is an equal employment opportunity employer and promotes diversity; actively encouraging people of all backgrounds, ages, LGBTQ+, and those with disabilities to apply.
Here is the Job Description. Kindly go through that and let me know your thoughts.
Experience –
3+ years in relevant technologies
Job Description :
- Ability to solve complex problems using innovative solutions and actively coding and developing Java/J2EE based web applications.
- Should be excellent in debugging code & fixes bugs in optimized manner and minimal time.
- Writing of fully optimized code for optimum performance and efficiency of application.
- Adhere to the coding standards and guidelines.
- Should be very strong in Object-Oriented programming and design patterns.
- Provide Support over email and phone whenever required.
- Excellent Communication Skills - both written and spoken English is a must
Skills :
- Strong knowledge of Core Java Development, Servlets, Spring
- Expertise in accomplishing projects using Multithreading, OOPS, Concurrent API, Algorithms, design patterns, Collections
- Excellent debugging skills
- Experience with svn tools like bitbucket, GitHub
- Working knowledge of Unix commands
- Must be acquainted with deployment process along-with good exposure of servers like tomcat, webserver
Optional Skills :
- Knowledge of Nested Virtualization
- Experience working with Selenium, Artificial Intelligence & Computer Vision
Opportunity
As a customer success manager your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and Improve customer experience and customer satisfaction (Customer Love metrics)
Responsibilities
- Be the single point of contact for all your customers from the time they sign the contract.
- Establish a trusted relationship with them and help them succeed with QDC through product adoption and delivering value promised.
- Understand the customer’s goals, org structure, key challenges, and define their success.
- Work with sales and on-boarding team to plan and execute a seamless customer on-boarding process, ensuring a smooth ‘go live’.
- Identify customer insights and pain points and help shape the product roadmap by providing active feedback to the product team.
- Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe, making sure subscriptions are renewed timely.
- Monitor at-risk customer behavior and carry out activities to retain them.
- Own churn and expansion for all your accounts.
- Identify opportunities for portfolio growth and contact customers for upsells.
- Work towards turning customers into advocates of QDC.
- Collaborate with the Marketing team to build customer case studies, testimonials, and referrals.
What you can expect in the next 12 months
Within 1 month |
|
Within 3 months |
|
Within 6 months |
|
Within 12 months |
|
What an ideal candidate looks like
- At least 2+ years of work experience in a customer-facing role such as Customer Success, Account Management and Sales, etc.
- Ability to understand a software product and its nuances very well.
- Excellent written and verbal business communication skills.
- Strong problem-solving skills, technical and analytical aptitude with the ability to quickly learn and adopt technical products.
- Ready to work during US hours - in future
What are we looking for?
Attitude |
Skills |
|
|
About Quick Dry Cleaning
We are on a mission to make Dry Cleaners and Laundry business winning in the digital era.
We believe in
- Helping traditional laundries to come at par with digital businesses: Traditional We help laundry businesses adapt modern technology and deliver the customer experience that today’s digital businesses like Swiggy, OLA and Flipkart are delivering. We feel successful when we hear stories like https://www.youtube.com/watch?v=EbB828K28zs&feature=emb_title">these.
- Building a large profitable business: We envision building a capital-efficient, large profitable business to achieve our mission of making laundry business win. This means less dependence on investors & more ownership with the team. We are one of the few profitable Indian SaaS startups buildinghttps://valuesaas.co/"> value SaaS
- Employee Wellness <> Customer Success: We give as much importance to each team member’s personal & professional success as much as we care about our customer's success. We believe it’s all about balance.
Our impact so far
- 3 Billion garments processed through QDC Dry Cleaning Cloud
- 47 countries
- 1000+ Paid subscribers
- 5000+ Users
- All this could be achieved with a nimble team of 20 from our single office in Noida
Why join QDC?
- Freedom & Responsibility: If you are a person who wants to take up challenging work & push your boundaries with no one monitoring you, then this is the right place for you. There are no hierarchies. No managers to please.
- Holistic Growth: Building a career doesn’t have to be at the cost of missing out on your personal front. We believe that professional success is worth when the personal goals are nurtured with equal importance. We will support you all in on that journey of yours.
- Transparency: If you ever wanted to know what it’s like to be on an entrepreneurial journey, then working with QDC gives you that opportunity to experience it all first hand.
Great Environment: We spend more time of our day at work than at home while awake, so it is important that we feel comfortable at our workplace. Our office space is fun and the team is funnier. We never miss out on any opportunity to have fun. We don’t experience monday blues rather we have Monday excitement.
Minimum 2 years of working experience.
Can work on live projects of international clients.
Can handle multiple projects
Error-free coding.
Required Experience, Skills and Qualifications
Objective-C, or increasingly, the Swift 3.0 programming language
Apples Xcode IDE
Frameworks and APIs like Foundation, UIKit, and CocoaTouch
UI and UX design experience
Apple Human Interface Guidelines
2D and 3D graphics frameworks like SpriteKit and SceneKit
OpenGL or Metal, iOS graphics APIs
Familiarity with iOS 10 and newer OS versions
A Git code repository technology
Strong Objective-C skills and inside-and-out knowledge of the iOS SDK.
Experience using and creating scalable web-based Restful APIs.
Front-end Developer
For any company, whether you’re manufacturing athletic shoes, selling medical devices, or developing cloud-based software — talent is the most important piece to the long-sought-after puzzle to long-term success. This is why we're building NurtureBox. Software is eating the world and the next generation of successful companies need top tech talent to differentiate from the competition. But most are wanting in the apropos hiring practices to attract the crème de la crème. Building a crack team today requires a different approach. One that’s built on the first principles of sales. There is no other company in the world that sees recruiting the way we do.
NurtureBox is an AI-powered platform that fundamentally disrupts how recruitment is done. We are building solutions that help Talent teams automate mundane tasks. More often than not recruiters are drowned in repetitive tasks instead of focussing on high-end work — selling the job and engaging with candidates. We’re laser-focused on fixing this! A new-age toolchain that empowers recruiters to operate in 10x mode. This is a hands-on, high-profile role that will be pivotal in the company's future success. We're changing the industry in a visceral way, which you get to see every day from our customers’ feedback. You'll get to lead a world-class team and work on a product used religiously by thousands of customers every day.
Build love ❤ At NurtureBox, we deeply understand how to build products that people love. We incorporate fun and play; we infuse magic and joy; we make experiences that amaze and delight. For us, emotive design is not some afterthought. It is a core part of our strategy. Create Massive Impact 🚀 We're not solving a small problem, and we're not addressing a small market. We're going after hiring; the one activity that consumes more of a company’s mind share than anything else. We are building toolchains for recruitment teams to close top talent in record time. What will make you stand out: ● A hammer to break the application and hand it back to the developer ● Strong problem solving and analytical skills with attention to detail ● `Ability to implement and track multiple test executions in parallel and analysis results Do the best work of your life
⭐ NurtureBox is a startup born out of Ideas2IT. At Ideas2IT we’ve built products for Facebook, Oracle, Siemens, Medtronics, Roche, eBay, Microsoft, and Zynga. We founded PipeCandy (raised $1.1M in seed funding) and Element5 (closed a recent funding round successfully with oversubscription a few months ago). This time, we're swinging beyond the fences. We are building another household brand and a worldwide organization. We are here to do the best work of our lives, and we hope you are too.
Why should you work with us? 🤔 ● Opportunity to be a part of a SaaS business from the ground up with the ability to influence the product and architecture ● You’ll have an opportunity to work side by side with the founders & create an impact on how reps around the world engage with their customers, not a small cog in a big machine ● Enjoy all the perks of working at a startup without worrying about the associated risks ● You’ll get to work in an informal, collaborative, transparent, non-hierarchical, ego-free culture which is a true meritocracy.
- Understanding customer requirements and project KPIs
- Implementing various development, testing, automation tools, and IT infrastructure
- Planning the team structure, activities, and involvement in project management activities.
- Managing stakeholders and external interfaces
- Setting up tools and required infrastructure
- Defining and setting development, test, release, update, and support processes for DevOps operation
- Have the technical skill to review, verify, and validate the software code developed in the project.
- Troubleshooting techniques and fixing the code bugs
- Monitoring the processes during the entire lifecycle for its adherence and updating or creating new processes for improvement and minimizing the wastage
- Encouraging and building automated processes wherever possible
- Identifying and deploying cybersecurity measures by continuously performing vulnerability assessment and risk management
- Incidence management and root cause analysis
- Coordination and communication within the team and with customers
- Selecting and deploying appropriate CI/CD tools
- Strive for continuous improvement and build continuous integration, continuous development, and constant deployment pipeline (CI/CD Pipeline)
- Mentoring and guiding the team members
- Monitoring and measuring customer experience and KPIs
- Managing periodic reporting on the progress to the management and the customer
We are a learner-centric global EdTech company that transforms people's passion into profession through new-age, future-ready and industry-relevant education. We equip learners with cutting-edge skills and qualifications so they can #StayRelevant in a transforming global landscape.
We are looking for an Admission Counsellor who can join our young and vibrant team. If you are someone who has the gift of the gab and wants to transform the higher education sector, we would love to hear from you. As part of our team, you will be in the forefront of transformative initiatives in higher education and a valuable resource who will directly contribute to and benefit from our growth.
Roles and Responsibilities:
● Connect daily with 80-100 working professionals on calls accordingly and make prospectives via CRM database provided to every individual.(Minimum 120 minutes of talktime.)
● Understand each student's area of interest, build rapport and identify avenues of upskilling.
● Provide comprehensive information about available programs to students via phone calls, emails, WhatsApp, etc.
● Diligently complete daily tasks and achieve monthly targets. Qualifications:
● Excellent communication skills and the ability to steer conversations. ● Bachelor's degree in any discipline.
● Candidates from the Education, Insurance, EdTech, BPO, KPO and BFSI sectors will be given preference.
● Freshers can also apply.
Day Shift
Gulf Client
Skills:
PL/SQL