Ankita Ganagni Jeevendra Pratap Singh Kumar Shivendra Sumit Tomar Ishan bhat Vishwanath

Role of a customer relationship manager in banking sector  Now a days Bank and insurance company and other service providers realize the importance of customer relationship management.  It helps in acquiring new customers retain existing once and maximize their lifetime value.  Close relationship with customer will require a strong coordination between IT and Marketing department to provide a long term retention of selected customers.

 What is job? Consists of a group of tasks that must be performed for an organization to achieve its goals  What is position? Collection of tasks and responsibilities performed by one person; there is a position for every individual in an organization

 Job analysis - Systematic process of determining the skills, duties, and knowledge required for performing jobs in an organization  Job description – document providing information regarding tasks, duties, and responsibilities of job  Job specification – minimum qualifications to perform a particular job

Types Of Job Analysis Information Considerable information is needed, such as:  Worker-oriented activities  Machines, tools, equipment, and work aids used  Job-related tangibles and intangibles  Work performance  Job content  Personal requirements for the job

Types of information collected Information collected via job analysis Performance standards Machine tools equipments and work aids Human behavior Work activities Human requirement Job context

1. Work activities of CRM  Confer with customer by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complains.  Check to ensure that appropriate changes one made to resolve customer’s problem.  Keep records of customer interaction, transaction, inquiries, complains, or comments, as well as action taken.  Contact to the customer when needed.  Sale of new service such as mutual fund, insurance policies etc.  Motivate the subordinates.  Responsible for the target.

2.Human behavior  Extrovert in nature.  Should have very good communication skill.  Easily adjusted with the work environment.  Good motivator and problem solving  Positive attitude towards the work.  Capable to achieve the target.  Empathy listening and team building.

3. Machine tools equipments and work aids  Should have very good computer knowledge.  Should have the knowledge of tally, ERP, software's,  Repot writing, evaluating daily sales.

4. Performance standards  Performance standard is very high.  It is based on target.  Candidate should achieve standard performance benchmark.  Team performance and success in meeting deadlines and targets.  Design/ develops and negotiates contracts with clients and vendors.  Perform management duties with accountability and authority for strategic direction of the department.  Develops bank objective, budget work plans and implementation strategies.

5. Job context  Provide satisfaction to the customer.  Provide data to the different department regarding customer’s enquires and complains.  Data mining.  Provide CRM solutions.  Receive and review standard repot and generate custom report.  Monitor data feeds from marketing campaigns.

6.Human requirement  Project management skill must be able to manage multiple program at one time.  Outstanding relationship building skill.  Process development skill, ability to key work flowing, minimizing problems or delay.  Effective oral and written communication skills.

Use of job Analysis Information. Information collected via job analysis compensation Performance appraisal Discovering unassigned Duties legal compliance training Recruitment and selection

 Written test and personal interview.  Relevant experience of 5 to 6 years.  Probation period of 6 month.

Compensation  Rs 25000(probation period)  Incentive depends on target.  bonus

Performance Appraisal  Performance will be evaluating on time bases or target bases.  Also on training bases.  Also on the bases of experience.

Training  Training is given by the experts.  CRM software training.  How to approach the customer.  develop the soft skill.

Discovering unassigned Duties  To solve customer’s problem  Responsible for target

 ABC Bank is one of the leading banks in Asia, Africa and the Middle East. This unique global focus enables our people to make a difference in the worlds most exciting emerging markets. ABC Bank is recruiting for a Customer Relationship Manager, Ahmedabad. Job Description Acquiring, growing and deepening customer relationships in the wealth segment through effective relationship management, with special focus on the analysis and satisfaction of their personal, financial as well as investment needs and objectives. DIMENSIONS: Increase overall profitability of Wealth business through superior product offerings and service excellence Support development and growth of an expanded customer segment that is critical to the success of Consumer Banking in Nigeria

 Key Roles & Responsibilities Generate new business to achieve defined sales targets Source and call on individual prospects as well as organise and conduct sales presentations to groups, clubs, associations, companies and other organisations within the assigned branch(es). Build and deepen relationships with existing Excel and Priority customers to achieve increase in share of wallet and revenues Provide truly professional customer service to achieve a high level of customer satisfaction and retention Recommend improvements in operational processes, procedures and products based on monitoring of customer feedback to ensure constant enhancement of service levels and efficiency Review and recommend credit applications and follow-ups including loan documentation Implement cross-selling and other relationship building activities Increasing SCB wallet share with and revenue from existing Wealth customers

 Job Qualifications & Skills University degree with at proven track record banking experience Strong customer service orientation Must have ability to manage difficult customers/situations Have ability to identify customers needs. Must have significant capacity in managing and prioritizing workload To apply visit the link below, and select location as Nigeria. Job Application Deadline is 8 th feb. 2012