Virtual Relationship Manager - Mumbai

Role summary

This position is focused on overseeing a zone’s virtual relationship managers and ensuring they effectively engage with distributors, handle distributor servicing over phone and drive sales outcomes.

Business context

The retail side of the mutual fund business plays a major role in building equity assets, which are the most profitable part of the business. It also expands product reach and penetration across different geographies. The setup works through several channels, including MFD (mutual fund distributors), ND, PCG and banking.

The MFD channel is the most important route for retail sales and contributes the bulk of the business. It supports wider distribution and helps maintain presence across the country.

Virtual relationship manager model

In this model, mutual fund distributors are mapped to each VRM, who acts as the single point of contact for business generation through virtual servicing. Communication happens through email and calls using the existing PPD IVR numbers and email ID. No in-person meetings are required at present, and the VRM works from the existing branch location. Product, selling and soft-skill training will be provided.

Responsibilities

• Lead virtual relationship sales management and monitor market share and gross sales to help the zone meet its targets.
• Drive activation among MFDs to increase sales volumes and generate repeat business from mapped relationships.
• Collect and study market information to improve activation and strengthen sales outcomes.
• Understand distributor profiles and address their needs to ensure continued business.
• Track VRM productivity and business conversion on a daily basis.
• Manage distributor engagement through joint interactions with VRMs and coordinated distributor contact.
• Share product updates and other relevant information promptly with VRMs through email and distributor communication.
• Plan and conduct trainings for VRMs and partner engagement activities in coordination with Investor Education.
• Update VYMO with the required information for data collection and analysis.
• Maintain complete compliance with internal reporting and audit requirements.
• Submit weekly reports to the VRM Head.
• Ensure distributor queries are addressed and closed within the expected time.
• Identify service gaps, prioritize them based on distributor expectations, and work with the manager to strengthen monitoring systems.
• Improve existing processes to raise service quality and share best practices across channels.
• Promote cross-sell and upsell opportunities and route leads to the Sales RM.
• Create action plans based on feedback and support digital adoption initiatives.
• Improve process efficiency, productivity, cost savings and customer satisfaction through better use of technology.
• Use CRM, Right Fax and IT infrastructure to move from manual processes to more automated servicing channels.
• Work with the CRM team on process development and with contact centre operations on implementation.
• Coordinate with Training and Quality teams to ensure standardized, high-quality delivery.
• Investigate distributor complaints thoroughly, follow up with CAMS and customer service teams for resolution, and close escalations with the customer.

Training and support

All necessary training in products, sales techniques and soft skills will be provided to support success in the role.

Additional information

This is a virtual servicing role, but it is based out of the existing branches. No face-to-face meetings are required at this time.

Compensation details, number of vacancies, eligibility criteria and application deadline were not specified in the source.