Job Title Team Manager - Virtual Relationship Management Business Unit Virtual Relationship Banking Reporting To Unit Head Job Function and Role Type Sales, Supervisory Role Version No 2.0 Job Purpose Manage and drive a team of Virtual Relationship Managers (VRMs) to achieve sales, income, and portfolio objectives while ensuring compliance with regulatory guidelines. Deliver world-class customer service and meet financial needs through the bank's products. Key Responsibilities Business Achievement and Development Identify target customers and ensure liability account targets are met. Manage portfolios to achieve set targets and ensure quality sourcing. Drive cross-sell of asset products, credit cards, and third-party products. Control customer attrition and monitor large account movements. Customer Service and Engagement Plan and track customer interactions for VRMs. Ensure VRMs deliver high-quality service and meet service standards. Resolve customer complaints within TAT and prevent escalations. Review customer base for activation, product penetration, and profitability. Business Generation and Sales Tracking Track daily business generation and income for VRMs. Ensure timely lead tracking, updates, and closure. Address customer issues arising from lead management. Supervisory Reviews Conduct regular supervisory reviews to assess VRM effectiveness. Provide guidance on customer interactions and business generation. Demonstrate improvement techniques and ensure review targets are met. Operations Ensure seamless handling of customer requests and transactions. Resolve VRM queries and handle first-level escalations. Adhere to audit and compliance guidelines through periodic checks. Maintain accurate updates on portfolio performance parameters. Staff Management Train VRMs on products, processes, and compliance policies. Monitor productivity and provide guidance for improvement. Ensure VRMs attend mandatory training sessions. Education: Graduate. Certifications: None specified. Key Competencies Team management, sales and influencing skills, customer service, compliance awareness, planning and organizing. Major Stakeholders Sales managers, product representatives, VRM central team, training and quality team, complaints team, customers.