Senior Virtual Relationship Manager.Business Banking-VRM SME

Manage & Nurture existing SME Micro customers through outbound calling channels

cross-selling various SME products like Trade & working capital, insurance & investments

Increasing the deposit books, generate FER through relationship activation from the portfolio through optimal risk propositions

University Graduate (preferably with some finance/banking or maths component)


Excellent knowledge of business banking products - FX, TWC, Insurance & investments
Minimum 1-3 years of experience in business banking as RO or RM


Excellent communication skills ( Oral and written)
Very customer focused
Computer literate
As per the organization competency framework

Ensure assigned FER & other financial KPIs are delivered


Ensure timely execution of welcome calls & all regular service calls to all assigned accounts


Ensure appropriate scoping of all accounts to activate, nurture & grow customer profitability


Generate FX, Trade(LC, etc), Bank Guarantees, Insurance & Investment revenue


Ensure to maintain/elevate the agreed funding rate of the portfolio base


Maintain a superior customer services experience including pre-empting issues and proactive servicing


Conduct Conference calls with product advisors with high potential clients & for activations of any dormant account


Maintain portfolio quality by ensuring timely update of KYC, TL & all other aspects of governance


Assisting compliance/AML/FP&I & all governance units without tipping off a customer


Adhering to all regulatory requirements for financial offerings & raise alarms upon identifying any misconduct or a breach in the portfolio


Resolve customer queries by rigorously following-up on cases with internal departments and closing the same in the given turn-around-time


Supporting resolution of customer complaints relating to Rates, Schedules, Document requirements, transactional inquiries


Contribute to improving the transaction survey

Operates in an assigned business environment where the interface with customers is over the telephone, email, and Face to Face (only when mandatory and needed at DOZ premises)
Operates within standard rules and guidelines set by the Bank and additional ones set by priority banking


The Job holder needs to work closely with branches, SME central teams, compliance & all governance units


Awareness of FX markets, global financial markets, trade & working capital offerings of the bank


Adherence to SOP & ensuring quality service to the Micro-portfolio

Complaint resolution mostly related to explaining procedures or providing information regarding SME banking

First point resolution,
Getting to root cause analysis and reversals of charges where necessary as per ADM

The job requires the job holder to possess skills to review customer relationships, bank s policies, and financial objectives to take decisions on charges reversal, account maintenances, cheque book issuance, deviation recommendations, providing FX rates


Operation risk management through active reporting, analysis 7 monitoring
Limited to certain functions which enable on-the-spot problem resolution