Job Description

JD – Regional Manager – Customer 360

With Customer Centricity being the core focus of the Bank, comes the need of focusing on input parameters and the Relationship Managers to be able to drive a change. To help our frontline to cater to needs of customer as per their life cycle in a 360 manner and to enable the Bank to achieve a deeper customer engagement through stronger product and service holdings.

In today’s fast paced world we need smart managers who can help the frontline teams to better focus their output in order to achieve a higher throughput. This through sharing sharp insights and highlighting work-areas.

Engaging with our customers in a 360 way such that we are able to understand, engage on and capture every opportunity that the customer may present is a big change being driven across the firm. The captioned role will be an integral part of this new thrust and will help drive this change.

With the above objectives in mind the Regional 360 Manager will have the following responsibilities:

• To work with RM, BM & AM to identify for respectively mapped families the opportunity to enhance PH & SH by catering to customer requirements across borrow, save, protect, pay and invest category(ies)
• Ensuring Branch and RM activation in each product/category to ensure that each Branch / RM is working towards the propositions as a whole and not biased towards limited products/services
• Help RMs in improving their customer coverage, in achieving their SOPs and in improving their earning by highlighting work-areas for each RM
• Driving Health Score for both RM and Branch collectively so that RMs are improving on their productivity and also in-turn branches are also improving on profitability
• Driving digital adoption of internal systems, platforms (eg CRM) that will enable tracking of lead quality, lead fulfilment and RM throughput
• Driving campaigns to ensure top of the funnel drive for each product in relevant catchments and monitor for lead quality and lead conversions
• Monitoring customer coverage regularly so that all customers are touch based in set periods
• Liaise with relevant departments to ensure and fast-track cases wherever being stuck

1. A passion for solving Customer Problems and ensuring great user experience
2. Basic understanding of application flow in each Product
3. High degree understanding of CRM and other tech platforms
4. Ability to read and interpret data and dashboards and help strategically implement initiatives in his / her catchment
5. Experience in data driven decision making and analytical thinking
6. Ability to work effectively with cross functional teams and manage various stakeholders

7. High levels of empathy