New Job: Apply for Virtual Relationship Manager (Mohali) Post in HDFC Bank

Group Company:

  • HDFC Bank Limited


  • Virtual Relationship Banking-Virtual Relationship Manager – Prime

Office Location:

  • Phase 7 Mohalli Mohali (Branch)

Position description:

Customer Engagement

  • Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details.
  • Call handling as per defined standards.
  • Accurate resolution for customer queries.
  • Promoting Digital Banking services for a superior customer service experience.
  • Profiling of customers in order to aid right cross-servicing of Bank products
  • Accurate logging and resolution of complaints.
  • Attrition control of customers.
  • Regular interactions with the customers and pro-actively assessing customer needs.
  • Deepening relationship by cross selling ‘sticky products’ like Demat, Bill Pay, Advisory etc.
  • Ensure portfolio quality of relationship while racing considering eligibility.
  • Monitor large amount movements and account closure  from the deposit accounts.
  • Ensure retention of customers

Achievement of portfolio parameters

  • Meet the defined objectives of the Portfolio managed by the respective VRM


  • Right cross-sell of products basis profiling and engagement.
  • Penetration of products across groups.
  • Sales across all product segments-TPP, Assets, Cards etc.
  • Acquiring & grouping of all related IDs of the Primary ID.
  • Use of triggers to track maturity of FDs, movement of CASA balances etc.and prevent outflow.
  • Ensure Staff are trained on product knowledge and requisite certifications.
  • Income to be generated at a customer level.

Interaction Quality

  • Achieve Quality benchmarks defined from time to time.
  • Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.

Audit and Service Quality

  • Ensure all laid down system and process are followed as stipulated by Audit and Senior Management
  • Ensure accurate and timely submission of financial transactions & requests.
  • Adherence to set processes of updating customer interactions in CRM next.

MIS – Reporting

  • Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management

Primary Responsibilities:

  • To engage regularly with the customers as defined by the contact policy and provide a Consistent & a Superior Digital Experience
  • Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer
  • To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to use the Digital mediums
  • for their banking transactions/ needs, while keeping a “window’ to talk to the bank whenever customer needs.
  • Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed.
  • So that the RM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services
  • thereby ensuring that the RM also achieves the key performance parameters set

Educational qualifications preferred

  • Category: Bachelor’s Degree

Required work experience

  • Years of experience: 1 to 2

Required Skills:

  • Basic Banking
  • Communication

Required abilities

Major Stake holders (intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)

  • Customers
  • Prime Head
  • Regional Head
  • Unit Head
  • Team Managers

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