Relationship Management & Customer Service

• Provide High Net Worth (HNW) clients with personalized service so as to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
  
• Identify financial and non-financial requirements of HNW clients by conducting financial needs analysis.
  
• Ensure clients are aware of all the Privileges & Solutions offered under Ultimate Banking (for UB Clients)
  
• Ensure clients are aware of all financial services offered by the bank- drive full service bank agenda.
  
• Use systems effectively for customer contact management, sales and service activity.
  
• Ensure delivery of service promise for improved customer satisfaction levels.
  
• Minimize client attrition.
  
• Ensure set Complaint Management processes are followed and TATs are met.
  

Business Development

• Source New Business from Personal Banking & Ultimate Banking clients through referrals, marketing activities and personal contacts.
  
• Develop the Ultimate Banking customer base and expand the unit’s business growth through marketing of the Ultimate banking products and services.
  
• Enhance HF Ultimate Banking & Personal Banking sales/ revenues and promote cross selling of bank products to all existing clients.
  
• Achieve Revenue goals, Sales and Portfolio growth targets across a range of products and services.
  
• Achieve Product Holding per customer growth targets
  
• Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.
  
• Participate in SME and Institutional Bank customer calls for marketing initiatives.
  
• Drive segment based focus products agenda and conduct branch product trainings.
  
• Complete training programs allocated in line with your Role.
  

Controls

• Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
  
• Strong responsibility for ethical selling to customers with complete disclosure about products and services.
  
• Ensure Portfolio allocated is closely monitored and actions recommended are diligently executed.
  
• Ensure required approvals are obtained before authorizing payments.
  
• Monitor overdrawn accounts/ overdue loans and follow up for clients to regularize.
  
• Ensure accounts are not overdrawn without authorization.
  
• Adhere to set processes and procedures.