Branch Relationship Manager

Job Description

Job Title

Branch Relationship Manager - CAT Axis

Location

Multiple Locations

Department

Direct Sales Force

Function

Customer Advisory Team - Axis

Reporting to

Territory Manager - CAT Axis

Band

4A

Function Summary

a)        Introduction: Customer Advisory Team is dedicated to delivering exceptional customer service and strategic insights to ensure client satisfaction and business success. This team works closely with clients to understand their unique needs, provide tailored solutions, and guide them through the entire customer journey. By leveraging deep industry knowledge and expertise, the Customer Advisory Team helps clients achieve their goals, overcome challenges, and maximize the value of the products and services offered. Through proactive communication and problem-solving, the team fosters long-lasting relationships and drives customer retention and growth

Job Summary

The Branch Relationship Manager in the Customer Advisory Team is responsible for cultivating and managing strong relationships with clients at the branch level. This role involves understanding the unique needs of branch clients, offering personalized advisory services, and delivering tailored solutions to enhance client satisfaction and business growth. The Branch Relationship Manager will work closely with clients to resolve issues, identify opportunities, and ensure the seamless delivery of products and services. By maintaining regular communication and providing expert guidance, the Branch Relationship Manager plays a key role in fostering long-term client loyalty and driving the overall success of the branch’s customer engagement strategies. Additionally, this role includes collaborating with internal teams to improve service delivery and meet the evolving needs of branch clients.

KEY RESPONSIBILITIES:

·   Identify, interview and select sales executives with support from HR.

·   To meet the following productivity measures for the unit: Premium per executive, case rate, persistency, retention and a high % of executives exceeding planned productivity standards

·   Exceed revenue targets

·   Undertake joint field work with executives and observe/demonstrate successful selling skills

·   Conduct Fortnightly performance review (PRP) with executives

·   Help executives use the GOLD system for maximizing business from a given target market

·   Supervise daily activity plan of all executives to ensure that these are being fulfilled as per the desired levels

·   Ensure that all executives under supervision perform 100% as per the company’s rules and regulations wrt. Need based selling, Compliance and Customer service

·   Effectively manage, track and convert leads provided by the in-house telemarketing unit.

·   Engage with customers to provide quick response to customer queries, provide customer service.

·   Assist in Direct customer service policyholder’s complaint resolution.

·   Ensure retention of in his allocated book of relations.

·   Educate team/ prospects about MNYL products vis-à-vis products of competition to enable them in taking appropriate decisions

Key skills required

·   Target Achievements (Adj. AFYP, NOP, % Penetration in assigned book of relations of team & Product Mix)

·   Team G3 standard productivity (mainly case rate, case size & Collections) and % of executives consistently achieving G3 standards.

·   Retention of Team

·   Persistency of Portfolio

·   Process Compliance

·   Timeliness & accuracy of reports

·   % Collection (Plan Vs Actual)

·   Complaint Resolution /Customer satisfaction

Job Description

Job Title

Branch Relationship Manager - CAT Axis

Location

Multiple Locations

Department

Direct Sales Force

Function

Customer Advisory Team - Axis

Reporting to

Territory Manager - CAT Axis

Band

4A

Function Summary

a)        Introduction: Customer Advisory Team is dedicated to delivering exceptional customer service and strategic insights to ensure client satisfaction and business success. This team works closely with clients to understand their unique needs, provide tailored solutions, and guide them through the entire customer journey. By leveraging deep industry knowledge and expertise, the Customer Advisory Team helps clients achieve their goals, overcome challenges, and maximize the value of the products and services offered. Through proactive communication and problem-solving, the team fosters long-lasting relationships and drives customer retention and growth

Job Summary

The Branch Relationship Manager in the Customer Advisory Team is responsible for cultivating and managing strong relationships with clients at the branch level. This role involves understanding the unique needs of branch clients, offering personalized advisory services, and delivering tailored solutions to enhance client satisfaction and business growth. The Branch Relationship Manager will work closely with clients to resolve issues, identify opportunities, and ensure the seamless delivery of products and services. By maintaining regular communication and providing expert guidance, the Branch Relationship Manager plays a key role in fostering long-term client loyalty and driving the overall success of the branch’s customer engagement strategies. Additionally, this role includes collaborating with internal teams to improve service delivery and meet the evolving needs of branch clients.

KEY RESPONSIBILITIES:

·   Identify, interview and select sales executives with support from HR.

·   To meet the following productivity measures for the unit: Premium per executive, case rate, persistency, retention and a high % of executives exceeding planned productivity standards

·   Exceed revenue targets

·   Undertake joint field work with executives and observe/demonstrate successful selling skills

·   Conduct Fortnightly performance review (PRP) with executives

·   Help executives use the GOLD system for maximizing business from a given target market

·   Supervise daily activity plan of all executives to ensure that these are being fulfilled as per the desired levels

·   Ensure that all executives under supervision perform 100% as per the company’s rules and regulations wrt. Need based selling, Compliance and Customer service

·   Effectively manage, track and convert leads provided by the in-house telemarketing unit.

·   Engage with customers to provide quick response to customer queries, provide customer service.

·   Assist in Direct customer service policyholder’s complaint resolution.

·   Ensure retention of in his allocated book of relations.

·   Educate team/ prospects about MNYL products vis-à-vis products of competition to enable them in taking appropriate decisions

Key skills required

·   Target Achievements (Adj. AFYP, NOP, % Penetration in assigned book of relations of team & Product Mix)

·   Team G3 standard productivity (mainly case rate, case size & Collections) and % of executives consistently achieving G3 standards.

·   Retention of Team

·   Persistency of Portfolio

·   Process Compliance

·   Timeliness & accuracy of reports

·   % Collection (Plan Vs Actual)

·   Complaint Resolution /Customer satisfaction