Officer, Branch Realtionship Manager, Consumer Banking Group

DBS Bank has been present in India for 30 years, opening its first office in Mumbai in 1994. DBS Bank India Limited is the first among the large foreign banks in India to start operating as a wholly owned, locally incorporated subsidiary of a leading global bank. As a trusted partner, DBS provides a range of banking services for large, medium, and small enterprises and individual consumers in India, focusing on a seamless customer experience that helps them ‘Live more, Bank less’. In November 2020, Lakshmi Vilas Bank was merged with DBS Bank India Limited. DBS Bank India is now present in ~350 locations in 19 Indian states.

Position Title

Branch Relationship Manager - Growth

Department

CBG - NDS

Rank

Officer/Senior Officer/Analyst

Reports To

Branch Manager

Job Purpose

• To deliver exceptional volume and revenue performance with a primary focus on acquiring new-to-bank (NTB) DBS clients having an AUM ≥ INR 1 million through a “need-based approach,” while also engaging and growing existing clients.
• To 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.
• To manage & maintain the highest customer satisfaction and service levels through proactive client engagement & relationship management, coordinating internally with DBS Service, Distribution, and Product teams.

Key Accountabilities

• Primary ownership of NTB acquisition: 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 the wallet share through retention and growth of AUM.

• Accountable for achieving monthly & annual volume and revenue objective, 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 & execution of product strategies through effective relationship management.
• Develop the client trust and loyalty for entrenched relationship with DBS through lifestyle and beyond banking propositions
• Ensure optimum product mix and new- to- product clients aimed at customer level profitability and enhancing 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 DBS sales process, timely risk reviews and exercising due diligence while on-boarding.
• Ensure exemplary service delivery of these clients by building appropriate workflows and processes incl. doorstep banking etc.
• 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.

Job Duties & responsibilities

• Establish, manage and grow the AUM of mapped Client segment by acquiring and nurturing the client having AUM => INR 1 M

• Ensure complete knowledge of all products & 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, Product specialist to ensure that team objectives are met through an environment that nurtures harmony and collaboration through teamwork
• Work closely with the Line Manager and City / Cluster Head to ensure achievement of common team and Branch objectives.
• Ensure internal and regulatory compliance and address operational risks if any, e.g. Health & Safety standards, security of premises, AML / KYC and ongoing risk reviews.
• To 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.

Required Experience

• Minimum 2 years of experience in a reputed bank and proficient in banking products.

Education / Preferred Qualifications

• Preferably MBA (not mandatory)
• Mandatory - Graduate (10+2+3 years of education)
• AMFI / IRDAI / FEDAI certified candidates with BCSBI certification would be an added advantage

Core Competencies

• Strong Relationship Management and influencing skills
• Strong service orientation, customer-centric behavior
• Effective probing and listening skills.
• Self-driven and ambitious.
• Good written and verbal communication skills
• Results-orientated & the ability to deliver results under pressure
• In-depth knowledge of local market and competition.
• Understanding of competitive positioning
• Focused on developing image and goodwill of the brand
• Creative, inquisitive mind with problem solving abilities
• Ability to deliver results within tight timelines
• Attention to details, analyzing abilities

Technical Competencies

• 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 & Anti-money Laundering Policies.
• Knowledge of financial markets and products to assist in meaningful engagement with client

Work Relationship

• Management of clients and prospects for acquisition and deepening of wallet share

• Close interaction with Branch Manager, BOSH, CSO, CH, RH, Treasures RM’s and Treasures Elite Team Leader
• Operations team to ensure consistent delivery of volume and revenue targets.
• Close and regular interaction with Branch Product specialists for effective skill / knowledge
• Development of self and explore potential in existing books through joint engagement with clients

DBS India - Culture & Behaviors

• Performance through Value Based Propositions
• Ensure customer focus by delighting customers & reducing complaints
• Build pride and passion to protect, maintain and enhance DBS’ image and reputation
• Enhance knowledge base, build skill sets & develop competencies
• Execute at speed while maintaining error free operations
• Maintain the highest standards of honesty and integrity

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