Assistant Vice President, Team Lead, Treasures Relationship Manager, Consumer Banking Group

DBS · Kochi

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Business Function:
As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.

Job Purpose:

• To drive and deliver exceptional business performance to grow the CBG portfolio through the provision of efficient business management, powerful leadership, team development and achievement of operational rigour excellence with multiple customer categories.

Key Responsibilities:

• Accountable for achieving monthly & annual sales targets for the city, as agreed. Ensure proper implementation & execution of relationship management & investment advisory strategies. Ensure proper sales spread between products. Aim to balance NTB (New to Bank customers) with increase penetration of existing customers to deepen the wallet share.
• Monitoring of progress towards achieving targets is done on a weekly basis. Agree targets and take accountability for the overall achievement of CBG product portfolio performance objectives for the branch in terms of
• Customer Experience, Sales Growth & Income Contribution.
• Costs performance, Employee Satisfaction, Risk and rigour management.
• Provide clear direction on business objectives, translating and prioritizing into business performance measures. Ensure balance between NTB customer acquisition & penetration of existing customers. Define objectives for the emerging affluent (Non Treasures) as well as the Treasures segment. Develop & implement strategy to deepen wallet share of existing customers.
• Build and develop a high performing team through embedding performance development and coaching. Create an empowering environment for the team, encouraging individual ownership and initiative. Ensure coaching and feedback in order to achieve their maximum potential. Make reward decisions within set guidelines
• Drive and deliver a radical improvement in customer service in the local market through dynamic service leadership and the implementation of customer service strategy.
• Define progressively higher service standards for each branch aligning to DBS standards. Ensure reduction of complaints & error rates.

Job Duties & Responsibilities:

• Working with the Branch Heads to achieve sales & service through in-branch business development activities, and providing feedback to the team.
• Manage staff attendance levels, based on monthly absence statistics (annual leave, sick leave, etc.) to ensure proper work ethics & discipline.
• Directly responsible for discipline – initiate misconduct or incapacity charges, follow discipline processes together with HR
• Determine and manage Training Needs Analysis and Succession plans for Team Leaders in the branch
• Working with the team to achieve sales & service through in-branch business development activities.
• Ensure that branch staff own and manage customer queries and complaints by taking ownership and resolving in a timely manner. Act as the escalation point for their unresolved queries and complaints.
• Brief staff on promotional and product launches; provide regular feedback on sales performance.
• Establish relationships with key clients or business influencers in the local area, including doing some client entertainment within overall annual budget limits.
• Support product specialists and the direct sales team in marketing of group schemes and other corporate products to local businesses.
• Ensure compliance with operations risk and rigour requirements e.g. Health & Safety standards, security of premises, KYC and anti-money laundering measures.
• Establish DBS Bank as a wealth management provider in India. Undertake frequent competitor analysis so that DBS product suite is in line with (or ahead of) competing banks. These updates to be shared with the Head CBG and Product teams at regular intervals. Also identify local promotional activities which will help reinforce the DBS brand.
• Keep attuned to the current economic and financial markets so as to be current and proficient in attending to customers’ queries.
• Work hand in hand with other business units to ensure that objectives of the team are met and there is team harmony and unity.
• Facilitate the distribution of third party investment products to customers, after taking into consideration the risk profile and investment objectives of the said customer. This will entail constant

Required Experience:

•  Overall 8-10 years of experience in sales & 2-3 years in a leadership or team management role.
•  3-5 years of sales experience in retail banking and/or bancassurance     
•  Proven sales track record in the insurance/ financial services industry
•  Sound Understanding of financial planning and wealth management products
•  Knowledge of competitors and market place
• Preferably AMFI and or IRDA certified

Education / Preferred Qualification:

• Graduate / Post Graduate with MBA in relevant field

Core Competencies:

• Excellent listening skills, with an inquisitive mind
• Strong ability to influence
• Self-drive and highly ambitious
• Good written and verbal communication skills
• Results-orientated & the ability to handle pressure
• Relationship building & management skills
• Understanding of competitive positioning
• Strong customer orientation & Focused on the brand
• Creative
• Comfortable with tight deadlines
• Attention to detail & Tenacious

Technical Competencies:

• Sound understanding of CBG product suite and associated technology platforms and operational procedures
• Understanding of regulatory guidelines on banking policies issued by RBI (local regulations in India) and local laws and regulations that impact businesses in general. Understanding of KYC requirements & Anti-money Laundering Policies are critical.
• Knowledge of financial markets and products to assist in meaningful dialogue with clients

Work Relationship:

• Management of teams, visiting clients & customers alongwith team for support.
• Close interaction with Branch managers to ensure consistent delivery of sales targets. Escalation to HR for poor performers & rewards to high performers.
• Close interaction with product teams to ensure suitable training for the team.
• Establish strong relationship with third party providers & other partners

DBS India - Culture & Behaviors:

• Performance through Value Based Propositions
• Ensure customer focus by delighting customers & reduce complaints
• Build pride and passion to protect, maintain and enhance DBS’ image and reputation
• Enhance knowledge base, build skill sets & develop competencies
• Execute at speed while maintaining error free operations
• Maintain the highest standards of honesty and integrity

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