Virtual Relationship Manager - Cochin

Financial Services

6d•Onsite

About The Position

This role is responsible for managing Virtual Relationship Managers (VRMs) for the Zone. VRMs will be actively involved in distributor engagement and servicing over the phone, aiming to achieve sales targets. The retail business is a crucial part of the MF business, contributing profitable equity assets and expanding reach across geographies. Key channels include MF Distributors (MFDs), National Distributors (NDs), Private Client Group (PCG), and Banking. The MFD channel is particularly vital for retail sales, driving bulk business and ensuring nationwide presence. The PPD-VRM model focuses on virtual servicing of distributors via emails and calls, providing support to Sales RMs. Each VRM will be a single point of contact for a mapped set of MF distributors, generating business virtually. VRMs will operate from their existing branches and receive comprehensive training on products, selling skills, and soft skills to excel in their virtual roles. No in-person meetings are required at this time.

Requirements

Manage Virtual Relationship Managers.
Actively involved in Distributor engagement.
Distributor servicing over phone.
Achievement of sales target.
Servicing distributors virtually (Emails/Call).
Provide virtual support to Sales RM on call.
Connect with distributors using existing PPD IVR numbers and e-mail ID.
Functioning from existing branches.
Receive necessary trainings of products, selling skills and soft skills.
Tracks market share and gross sales.
Drives activation of MFDs.
Drives ongoing sales from defined relationships.
Obtains and analyzes information from market.
Profiles distributors and caters to their requirements.
Daily track the VRM Productivity and business converted.
Conducts joint meetings and contact with the distributors along with the VRMs.
Disseminates updates and other product related information in timely manner to the VRMs.
Organizes and executes trainings for the VRMS and engagements for partners.
Updates VYMO with requisite information.
Ensures 100% compliance with internal reporting & audit systems.
Provides weekly reports.
Ensure all the distributor queries are handle and reverted on time.
Identify gap areas and prioritize them.
Help developing systems to monitor adherence.
Identify & Implement the existing processes to improve the level of service.
Share / adopt best practices across channels.
Promote cross selling and upselling of the products.
Pass on the Leads to the Sales RM.
Define action plans for implementing the proposed changes.
Improve performance metrics like-Process Efficiency (eg-TAT), productivity, cost saving, customer satisfaction, etc.
Use of technology (CRM, Right fax, IT infrastructure to move the manual interactions in to automated channels).
Enhance distributor experience, increasing efficiency and productivity and overall cost reduction.
Implement the digital adoptions.
Liaise with CRM team for development.
Liaise with Contact centre operations team for implementation.
Check with the Training and Quality team for standardization and quality of delivery.
Detailed RCA of Distributor complaints for resolving it.
Follow up with CAMS/Customer service team for resolution to resolve the escalation.
Final resolution call to customer for closing the escalation.

Nice To Haves

Virtual servicing of distributors via emails and calls.
Virtual support to Sales RMs.
No in-person meetings required.
Training provided on products, selling skills, and soft skills.

Responsibilities

Manage Virtual Relationship Managers for the Zone.
Ensure VRMs actively engage with and service distributors virtually.
Drive achievement of sales targets through the VRM team.
Track market share and gross sales to ensure Zone targets are met.
Drive activation of MFDs to achieve higher sales volumes.
Obtain and analyze market information to increase activation.
Profile distributors and cater to their requirements to ensure ongoing business.
Daily track VRM productivity and business converted.
Conduct joint meetings and contact with distributors along with VRMs.
Disseminate updates and product-related information to VRMs via email and direct contact.
Organize and execute trainings for VRMs and engagements for partners in collaboration with Investor Education.
Update VYMO with requisite information for collation and analysis.
Ensure 100% compliance with internal reporting and audit systems.
Provide weekly reports to the VRM Head.
Ensure all distributor queries are handled and reverted on time.
Identify gap areas and prioritize them based on distributor expectations.
Help develop systems to monitor adherence along with the Manager.
Identify and implement existing processes to improve the level of service.
Share/adopt best practices across channels and share new ideas to enhance service offerings.
Promote cross-selling and upselling of products.
Pass on leads to the Sales RM.
Define action plans for implementing proposed changes.
Improve performance metrics such as Process Efficiency (e.g., TAT), productivity, cost saving, customer satisfaction.
Utilize technology (CRM, Right fax, IT infrastructure) to move manual interactions to automated channels.
Enhance distributor experience, increase efficiency and productivity, and achieve overall cost reduction.
Implement digital adoptions.
Liaise with the CRM team for development.
Liaise with the Contact Centre operations team for implementation.
Check with the Training and Quality team for standardization and quality of delivery.
Conduct detailed Root Cause Analysis (RCA) of distributor complaints for resolution.
Follow up with CAMS/Customer service team for resolution of escalations.
Make the final resolution call to the customer for closing the escalation.