Key Account Manager

Overview

This role involves managing High Net Worth Individual (HNI) clients within the High Net Worth (HNW) Program to provide exceptional service, increase portfolio size, cross-sell appropriate products, retain customers, and onboard family accounts. The Key Account Manager is also tasked with acquiring new HNW relationships for the bank.

Primary Responsibilities

• Serve as the single point of contact for clients, addressing all their financial service needs, thereby boosting relationship value and wallet share.
• Identify and onboard new customers compliant with product criteria, collaborating with branch staff to flag eligible HNW customers.
• Maintain regular engagement with clients to build rapport and update their profiles.
• Grow the overall portfolio size and uphold its quality and hygiene standards.
• Promote cross-selling of bank products tailored to customer requirements.
• Participate in joint client visits with supervisors following prescribed procedures.
• Provide advisory services aligned to client needs.
• Meet monthly to date (MTD) and year to date (YTD) revenue targets.
• Manage customer attrition effectively.

Operational & Process Compliance

• Ensure error-free handling of documentation for account openings and customer instructions such as stop payments and fixed deposit closures.
• Adhere strictly to KYC/AML guidelines at all times.
• Follow workstation and operational compliance standards.

Increasing Wallet Share

• Identify cross-selling opportunities across all bank products to position the bank as the comprehensive financial solution provider for HNW customers.
• Engage family members and associates within the client's network for business expansion.
• Aim to achieve optimal income generation levels.
• Focus on product penetration and contribution towards targeted products.

Customer Service Excellence

• Deliver high-quality customer service, ensuring all queries and complaints are resolved within established turnaround times.
• Keep clients informed about regulatory or process changes and program features.
• Communicate promptly regarding customer requests and issues.
• Manage complaints proactively based on customer feedback.
• Encourage utilization of direct banking channels by customers.
• Ensure smooth transition during portfolio handovers and takeovers.

Qualifications & Skills

• Proven sales and influencing abilities.
• In-depth knowledge of banking products and processes.
• Understanding of Non-Resident Indian (NRI) products and regulations.
• Strong planning and organizational capabilities.
• Excellent communication skills.
• Awareness of competitors and current trends in the financial sector.
• IRDA certification is mandatory.
• NCFM certification is advantageous but optional.
• Experience in portfolio management is preferred.