Vertical Head - Virtual Relationship Management

PURPOSE OF THE ROLE

A two-to-three-line statement outlining the objective or the reason for which the job exists.

VH VRM roles involves responsibility of managing 13.5 lac customers for FY 26 with NRV value of 14000 Crore. The role

comprises of managing 887 front line team members (on role, off role and vendor premises) with 51 front line leadership

members. The role carries the responsibility of achieving incremental liabilities budgets, fee budgets, portfolio

management, channel management and C2I achievements for the entire VRM channel.

SECTION IV: KEY RESPONSIBILITIES & KPIS OF THE ROLE

These responsibilities are representative, and the role holder is also responsible for any other job

assigned by the superior authorities from time to time. This section in not intended to be an exhaustive

listing of all activities done by the role holder. It should capture only the key responsibilities of the role. Metrics that are used to evaluate the success / performance of the role; specific targets do not need to be included as those would change from Y-o-Y.

Responsibilities KPIs

Strategy and

Planning Developing and executing a strategic plan for the assigned vertical - Virtual Relationship Management Liabilities Setting revenue targets and working towards achieving them through cross-selling, upselling, and new business development Developing and implementing sales strategies to meet and exceed revenue targets Effectively communicating with internal and external stakeholders, including senior management. Leveraging technology tools and platforms to enhance VRM channel. Ensuring that the channel comply with regulatory requirement standards. 1. Achievement of Spectrum Banking VRM Liabilities Budget 2. Achievement of Fee Revenue Budgets (TPPD+TFX) 3. Achievement of Cross-Sell Targets (Assets, Cards and Others) 4. Achievement of PPI Budget. 5. Achievement of Channel Registration/ Activation Budget 6. Achievement of C2I Budget

Policies, Processes

& Procedures Ensuring that all virtual interactions comply with SOPs, regulations, and industry standards, especially concerning data protection and privacy Implementing measures to detect and prevent fraudulent activities in virtual transactions and interactions, safeguarding both the organization and its clients.

Regularly assessing potential risks associated with virtual interactions, identifying vulnerabilities, and implementing mitigation strategies to reduce the organization's exposure to risks. Keeping abreast of changes in regulations related to virtual interactions and ensuring the virtual relationship management practices remain compliant. 7. Achievement of Hiring Budget 8. Spectrum IAD Audit 9. Compliance and Governance

Business

Responsibilities Drive Liabilities Business, Revenue Growth, enhancing digital customer experience and align Virtual Relationship strategies with the banks goals. To ensure the unit achieve its C2I (Cost to Income) expectation set for the year. To ensure 100% manpower planning & Onboarding in coordination with HCM and respective partners for smooth conduct of business

People

Management Providing strong leadership to the virtual relationship management team, setting clear goals, and ensuring alignment with organizational objectives. The roles involves manpower planning, attrition management, Gender diversity ratio, career progression for employees and continuous motivation. Keeping team morale high by recognizing achievements, providing motivation, and fostering a positive work environment, even in a virtual setting Supporting team members' professional growth by identifying areas for improvement, providing relevant training, and encouraging continuous learning