Abhishek Ralhan

Lead a team of Relationship Managers, in-house client co-ordinators, onsite client managers across North India to achieve the key objective of client satisfaction. Key responsibilities include:
Finance and Compliance related:
• Ensure all regulatory compliances w.r.t.. IT, EPFO, Trust etc. is met for clients.
• Maintain archival of all regulatory filings with the authorities.
• Ensure satisfactory client deliverables by in-house processing teams.
• Advice clients on trust related investments.
• Lead audits / inspections by external authorities at client sites.

Relationship Management deliverables:
• Regular meeting with top management of key clients and address concerns with in-house delivery teams.
• Maintain relationships with key Govt. Officials viz.. IT Commissioners, Regional Provident Fund Commissioners.
• Initiating helpdesk sessions across client locations to address employee issues and concerns hands on.
• Training client HR officials on regulatory aspects, addressing employee & regulatory queries, HR workways etc.
• Maintain cordial relations with external and internal auditors.
• Negotiate and finalise service agreements, RFPs, SLAs etc. with clients.

Lead a team of Relationship Managers, executives and Touch-point Stores to achieve the following Service delivery functions, across Ranchi Cluster.

Collection related:
• Achievement of Collection Targets.
• Minimize overdue outstanding.
• Monitor and Track Dunning—VBD & TBD.
• Manage & Track Bill Delivery.
• Promote migration to e-billing

Retention related:
• Responsible for controlling bucket movement of all post-paid customers voluntarily expressing their desire to surrender their connection.
• Responsible for ensuring that team RMs contact 100% customers with voluntary request through outcall and visit as per defined norms & SLA.
• Root cause analysis of all customers wanting to churn with specific inputs on customers who could not be retained with specific reasons and corrective action proposed.
• Regular scenario based and mock Interaction session with front desk executives on how to retain customers.
• Preparing voluntary retention strategy across Cluster/ RMs.

Customer-Care related:
• To maintain healthy C-SAT score across the cluster.
• To ensure that the CIOU’s staff are properly manned and trained.
• Handling HNI complaints of customers, maintain specified escalations and resolve issues within TAT.
• Audit for CSD activity at Cluster level.
• Closure of Service requests within SLA
• Regular personal visit on HNI customers
• Audit of touch-point stores and aligning them to the organisation’s vision and values.

Corporate business:
• To maintain healthy relations with corporate clientele across the cluster.
• To ensure minimal churning of corporate portfolio.
• Ensure speedy resolution of complaints and maintain specified escalations and resolve issues within TAT.
• Restrict competition from encroaching corporate business clientele.

• Ensuring internal and external compliance on all Branch transactions and processes.
• Initiating internal checks and audits on bank processes, transactions and ensuring good audit Ratings and minimum grading of ‘2’ in all Internal / Regulatory / Group Audits.
• Sales of banking products and third party financial products.
• Devise strategies to counter competition and maximise market share in the catchment area of the branch.
• Review daily General Ledger reports and reconcile High value transactions with teller log.
• Maintain and review branch reports viz…daily ledgers, vendor files, H/V transaction records, AML reports etc.
• Ensure effective Relationship Management by monitoring the movement of the top customers of the cluster.
• Minimize value and number attrition of the top quartile of customers of the cluster.
• Ensure waivers for customers are as per the grid.
• Coordinating with Regulatory authorities for compliance and administrative affairs at a local level.
• Steered initiatives of cross-selling Banking & Third Party Products along with mobilisation of liability products.
• Ensure staff productivity is at optimum levels and achieve high employee satisfaction and retention of good performers.
• Monitor, review and work towards reducing customer complaints at the branch.
• Ensure various costs are managed within budgets.
• Plan the calendar of activities for each quarter keeping in mind the business objective of the branch.
• Ensure branch staff works as a cohesive, motivated and top performing sales and service team.
• Implement change initiatives in the area of Branch space rationalisation, premises re-configuration and transaction migration.
• Responsible for the health and safety for all staff at the branch.
• Ownership of the archival portfolio for the department / business.

Mobilised insurance business to the tune of Rs.22 lakhs (approx).
Recruited and led 18 Advisors to procure Life Insurance business.
Trained advisors to procure quality business.
Facilitated overall management of the Unit to meet the branch target and contribute to the regional target.