Virtual Relationship Manager

Role overview

This position is focused on leading a team of Virtual Relationship Managers for the zone, with responsibility for distributor engagement, servicing distributors through phone and email, and delivering the required sales outcomes.

Business context and challenges

Retail business is a key part of the mutual fund business because it helps the AMC build equity assets, which are the most profitable assets in this setup. It also supports wider product reach and deeper penetration across different geographies. The operating model includes multiple channels such as MFD (mutual fund distributors), ND, PCG, and banking.

The MFD channel is the most important channel for retail sales and contributes the majority of bulk business. It plays a major role in expanding distribution and maintaining presence across the country.

PPD-VRM operating model

In this model, the VRM will support distributors remotely through emails and calls. The role also includes virtual assistance to Sales RMs over the phone.

Each VRM will be mapped to mutual fund distributors and will act as the single point of contact for generating business virtually from those distributors.

Communication with distributors will happen using the existing PPD IVR numbers and email IDs.

No in-person meetings are required at present, and the VRM will operate from the existing branch location.

Product training, selling skills training, and soft-skills training will be provided to help the selected person succeed in the role.

Key responsibilities

• Manage virtual relationship sales performance for the zone and help achieve business targets.
• Track market share and gross sales to support target delivery.
• Drive activation of mutual fund distributors to improve sales volumes.
• Build and maintain ongoing sales from mapped distributor relationships.
• Gather and study market information to improve activation and sales outcomes.
• Understand distributor profiles and address their requirements to sustain business.
• Monitor VRM productivity and business conversion on a daily basis.
• Conduct joint interactions with distributors along with the VRMs when needed.
• Share product updates and other relevant information with VRMs in a timely way.
• Plan and run trainings and partner engagement sessions with Investor Education support.
• Update VYMO with the required details for better information tracking and analysis.
• Ensure full compliance with internal reporting and audit processes.
• Submit weekly updates to the VRM Head.
• Handle distributor queries promptly and ensure timely responses.
• Identify service gaps and prioritize them based on distributor expectations.
• Work with the manager to build monitoring systems and improve process adherence.
• Introduce and implement process improvements to raise service quality.
• Share best practices across channels and contribute new ideas to improve service offerings.
• Support cross-selling and upselling of products.
• Route leads to the Sales RM as needed.
• Prepare action plans for implementing process and performance changes.
• Improve efficiency measures such as turnaround time, productivity, cost savings, and customer satisfaction.
• Use technology such as CRM, Right Fax, and IT infrastructure to shift manual work to automated channels.
• Improve distributor experience, productivity, and cost effectiveness through digital adoption.
• Work with the CRM team on service process development.
• Coordinate with the contact centre operations team for implementation.
• Partner with the Training and Quality team to standardize and improve delivery quality.
• Carry out detailed root-cause analysis for distributor complaints.
• Follow up with CAMS and customer service teams for escalation resolution.
• Make final closure calls to customers once the escalation is resolved.

Additional information

This is a virtual service model, so the role is centered on remote distributor servicing rather than face-to-face meetings. The job is based in existing branch operations and includes support through calls, email, and digital systems.

No salary, incentive, or vacancy count has been specified in the source information.

No explicit eligibility criteria, education requirement, experience range, perks, or start date were provided.

Terms and conditions

Training in products, selling skills, and soft skills will be provided as part of the role support structure.