Relationship ManagerSkills & Competency Framework

Commands the full shelf — CASA and term deposits; home, personal, gold, business and LAP loans; credit cards; mutual funds; and third-party insurance — with the rates, eligibility, charges, lock-ins and tax angles each carries. Explains EMIs, returns and trade-offs in plain language the customer understands.

Adds new-to-bank and new-to-relationship customers through existing-customer referrals, branch catchment activity, and channel and employer tie-ups rather than living off an inherited book. Works a daily activity plan of calls, meetings and follow-ups to keep the acquisition pipeline full.

Meets rate comparisons, fee pushback and 'let me think about it' with facts and value rather than reflexive concessions. Negotiates within approved rate and fee grids, knows when to escalate for a waiver, and protects the bank's margin while keeping the relationship intact.

Logs every lead, interaction and next action in the CRM or lead-management system so the pipeline is visible, forecastable and auditable — not carried in a diary. Follows up on time, moves the funnel through its stages, and leaves a clean handover when a book is reassigned.

Owns monthly and quarterly targets across acquisition, book growth and cross-sell income, and works back from them with disciplined pipeline math. Sustains high activity through rejection, seasonal swings and demanding customers without cutting corners on suitability or service.