Associate Director - Affluent Relations

Requisition Number

63183

Job Location

Mumbai, IND

Global Grade

Band 6

Work Type

Office Working

Employment Type

Permanent

Posting Start Date

28/09/2026

Posting End Date

28/10/2026

Job Summary

Servicing existing and primarily walk-in customers to fulfill the specific transactional requirements of the customer through high quality customer service while increasing product penetration through cross sell and achieving allocated portfolio and revenue targets.

Key Responsibilities

Strategy

• Maximize sales performance to achieve given revenue targets (self and branch) through liability products [Current /Savings /Term deposits], wealth management products and asset related products (secured, unsecured)

• Generate new business via sales promotions, out-marketing calls and presentations and in-branch contacts

• Participate actively in branch sales planning to generate action plans for meeting targets

• He/She is aware of bank’s Misselling & Sales Policies and ensure adherence all the time.

• Ensure high level of customer service in the Branch. Manage difficult customer situations

• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections

• Ensure transactions are processed with a high level of accuracy and commitment to satisfy customer needs

• Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities

• Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints

• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below benchmark, sustain and better-quality service

• Take responsibility for general reconciliation and control activities

• Find ways to improve operational efficiency and control costs to meet cost budgets

• Be multi-skilled to handle all kinds of transactions and services in the bank.

• Manage growth and attrition of the base, facilitate customer up-streaming. Improve product per customer

• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.

• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance

• Responsible for health and safety for all. As part of the Health and Safety guidelines you should

• Take reasonable care for the health and safety of co-workers and those who may be affected by your actions or your omissions; Co-operate with Management to support and promote Health and safety in the workplace;

• Ensure that your actions do not put others at risk; Work in a healthy and safe manner;

• Encourage others to work in a healthy and safe manner;

• Report all accidents and incidents and bring to the attention of the management any hazard in the workplace.

Business

Sales and Service Objectives

• Maximize sales performance to achieve given revenue targets for the zone as well as Distribution network through liability products [Current /Savings /Term deposits], wealth management products and asset related products

• Develop, implement and manage a best-in-class sales capability

• Lead the implementation of the liability strategy at the Branch

• Review, analyze and manage the customer portfolio for profitable growth

• Initiate development of strategies for customer acquisition, retention, and cross sell

• Support where necessary, via joint customer calls and identify potential customers

• Together with Branch Managers, enhance the bank’s image through area promotions, community activities etc.

• Manage service delivery in the network to the highest competitive standards

• Monitor service standards for the network and audit expected behaviors.

Processes

Operations & Compliance

• Ensure satisfactory ratings in all internal/external audits conducted at all branches in the zone

• Control and periodically check operational risks and workflows

• Review key operational risks and efficiency indicators

Integration/ Change Management

• Facilitate the implementation of new systems and processes across the branch network

• Lead the transaction migration initiative at the area

Segment Ownership

• Implement all segment/ product initiatives in the zone (PRB/ Premium/ Personal/ SME)

• Jointly own the delivery of segment / product (PRB/ Premium/ Personal/ SME) targets with the branch managers & segment associate directors

People & Talent

People Management

• Drive and embed a strong performance culture through inspiring, motivating, and rigorous performance management discipline. Develop and build talents within the network through optimal resourcing, capacity planning, succession planning and engagements

• Achieve high employee engagement and satisfaction. Retain talent, check attrition. Manage and mentor network staff and Union interface to ensure overall employee satisfaction

• Identify training, development and counselling needs for staff

• Undertake career growth planning for performers in the branch network

Governance

• Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD and Money laundering prevention and ensure compliance thereto. Any suspicious transaction must immediately be reported as per guidelines

• He/ She is aware of bank’s Mis-selling & Sales Policies and ensure adherence all the times within the network

• Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance

• Responsible for health and safety