This role is responsible for managing Virtual Relationship Managers for the Zone, who will be actively involved in the Distributor engagement, distributor servicing over phone and achievement of the sales target
KRA (Accountabilities) (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
KRA1
Virtual Relationship Sales Management
Tracks market share and gross sales (to ensure that the Zone delivers the targets
Drives activation of MFDs to achieve higher sales volumes
Drives ongoing sales from the defined relationships and contribute towards sales achievements
Obtains and analyzes information from market to increase the Activation liaises to increase sales
Profiles distributors and caters to their requirements to ensure ongoing business from them
Daily track the VRM Productivity and business converted
KRA2
Managing Distributor Engagement
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 (via email & connect with distributor)
Organizes and executes trainings for the VRMS and engagements for partners in collaboration with Investor Education
Updates VYMO with requisite information to facilitate information collation and analysis
KRA3
Reporting and compliance
Ensures 100% compliance with internal reporting & audit systems
Provides weekly reports, to the VRM Head
KRA4
Manage the distributor servicing process
Ensure all the distributor queries are handle and reverted on time
Identify gap areas and prioritize them based on the distributor expectations
Help developing systems to monitor adherence along with Manager
Identify & Implement the 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 the products
Pass on the Leads to the Sales RM
KRA5
Feedback action planning & Digital adoption
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
KRA6
Continuous review of VRM Distributor servicing processes
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.
KRA7
Complaint and Escalation Management
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.
