Senior Officer, Branch Relationship Manager, Growth, Consumer Banking Group

Overview

Senior Officer, Branch Relationship Manager (Growth) in DBS Consumer Banking Group, focused on acquiring new-to-bank clients and growing existing client relationships through the branch.

What you'll do

• Deliver volume and revenue performance with a primary focus on acquiring new-to-bank (NTB) DBS clients having an AUM of INR 1 million or more, through a need-based approach, while also engaging and growing existing clients.
• 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.
• Manage and maintain the highest customer satisfaction and service levels through proactive client engagement and relationship management, coordinating internally with DBS Service, Distribution and Product teams.
• Consistently acquire and upgrade quality clients in the branch catchment, with a strong focus on sourcing new affluent clients into the Treasures segment.
• Build and execute a robust acquisition pipeline through self-sourcing, referrals, branch walk-ins, local area prospecting, corporate and community engagement.
• Engage with existing customers to deepen wallet share through retention and growth of AUM.
• Achieve monthly and annual volume and revenue objectives, as agreed.
• Ensure activation of e-Channels (I-Banking, M-Banking, Online MF, Debit Card) and Savings Book growth for both newly acquired and existing clients.
• Ensure proper implementation and execution of product strategies through effective relationship management.
• Develop client trust and loyalty for entrenched relationships with DBS through lifestyle and beyond-banking propositions.
• Ensure optimum product mix and new-to-product clients aimed at customer-level profitability and enhanced client coverage.
• Drive and deliver exemplary customer service in the local market and uphold DBS service standards.
• Ensure internal and regulatory compliance through strict adherence to the DBS sales process, timely risk reviews and due diligence during on-boarding.
• Ensure exemplary service delivery to these clients by building appropriate workflows and processes, including doorstep banking.
• 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.
• Establish, manage and grow the AUM of the mapped client segment by acquiring and nurturing clients with AUM of INR 1 million or more.
• Maintain complete knowledge of all products and services through continuous skill and knowledge improvement.
• Resolve customer queries and complaints within the agreed TAT as per the DBS customer service policy.
• Coordinate and work closely with CBG colleagues, Service teams and Product specialists to meet team objectives.
• Work closely with the Line Manager and City / Cluster Head to achieve common team and branch objectives.
• Ensure internal and regulatory compliance and address operational risks, including Health and Safety standards, security of premises, AML / KYC and ongoing risk reviews.
• Exercise appropriate due diligence while on-boarding and engaging with clients.
• Establish DBS as a primary banker for clients and as a prominent banking provider in India.

What you'll need

• Minimum 2 years of experience in a reputed bank and proficiency in banking products.
• 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 and customer-centric behavior.
• Effective probing and listening skills.
• Self-driven and ambitious.
• Good written and verbal communication skills.
• Results-oriented, with the ability to deliver results under pressure.
• In-depth knowledge of the local market and competition, and understanding of competitive positioning.
• Focused on developing the image and goodwill of the brand.
• Creative, inquisitive mind with problem-solving abilities.
• Ability to deliver results within tight timelines.
• Attention to detail and analytical ability.
• 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 and Anti-Money Laundering policies.
• Knowledge of financial markets and products to assist in meaningful client engagement.
• Management of clients and prospects for acquisition and deepening of wallet share.

Nice to have

• Preferably MBA (not mandatory).

Details

• Location: Andheri, Mumbai.
• Job: Product Sales.
• Schedule: Regular.
• Employee status: Full time.
• Works closely with Branch Manager, BOSH, CSO, CH, RH, Treasures RMs and Treasures Elite Team Leader Operations team.
• Close and regular interaction with Branch Product specialists for skill and knowledge development.
• Development of self and exploration of potential in existing books through joint engagement with clients.