Job Responsibilities:

• Directly supervise and manage Relationship Officers to ensure achievement of individual and team targets.
• Provide clear direction, daily guidance, and performance expectations to the team.
• Provide on-the-job coaching through joint client visits when necessary.
• Support the onboarding and development of new Relationship Officers.
• Support Relationship Officers in managing key or sensitive clients when escalation is required.
• Coach Relationship Officers on customer engagement and relationship building skills, prospecting and pipeline management, and product knowledge and cross-selling approaches.
• Ensure Relationship Officers follow structured sales activities, including prospect list management, customer visits and follow-ups.
• Enforce the use of lead management systems in Joget both new prospect input and progress update.
• Ensure customer service standards are consistently met across the team.
• Assist in resolving customer issues or complaints in coordination with relevant departments.
• Ensure the team strictly complies with policies, procedures, and regulatory requirements.
• Monitor proper documentation, KYC compliance, and ethical sales practices.
• Prepare and submit periodic performance reports to the RM/BM/HoR.
• Provide feedback to management on market conditions, competitor activities, and customer behavior.
• Translate business targets into clear action plans for Relationship Officers.
• Monitor and control team performance through daily, weekly, and monthly performance tracking against approved KPIs such as deposit growth, new customer acquisition and digital performance including card, MB and especially for merchant including the transaction and the balance keeping in the account.
• Conduct regular sales pipeline reviews to assess prospect quality, progress follow-ups, conversion ratio, and expected outcomes of each team member.
• Identify performance gaps and implement corrective actions promptly.
• Continuously improve team productivity by setting performance benchmarks, best practices, and performance standards.