Customer Relationship Manager

Role Overview

Aditya Birla Capital is looking for a Customer Relationship Manager based in Calicut, Kerala. The role focuses on driving regional business growth, strengthening branch performance, improving team productivity, and ensuring strong compliance and customer relationship practices across the allocated branches.

Key Responsibilities

• Create and implement branch-wise action plans using market insights so that regional targets are achieved consistently.
• Keep every team member aligned on goals and make sure targets are clearly communicated across the branch network.
• Review branch performance on a regular basis and introduce corrective actions wherever performance gaps are identified.
• Lead, guide, and energize team members to deliver on business objectives.
• Ensure that all assigned branches are staffed with suitable and adequate manpower.
• Collect market intelligence from the assigned geography to identify new business opportunities.
• Develop and execute strategies to expand into untapped and underdeveloped markets.
• Support hiring of advisors in locations with untapped potential.
• Strengthen brand visibility in less-developed areas to support future growth.
• Make sure business is sourced profitably and sustainably while meeting company and legal compliance standards.
• Maintain checks and controls to protect the quality of business generated.
• Respond promptly to any malpractice or market misconduct with corrective action.
• Promote persistency goals and encourage adherence within the team.
• Track branch spending against budgets and take steps to reduce unnecessary costs.
• Introduce cost-control measures that improve branch profitability.
• Use sales promotion, recognition, and reward programs to lift team morale and output.
• Support the rollout of career progression initiatives across the sales structure.
• Communicate promotional schemes clearly to the sales force and ensure branches plan for incremental revenue.
• Monitor performance during campaign periods and share feedback for future improvements.
• Spot and implement productivity-enhancement ideas across the region.
• Promote the correct use of sales tools, processes, and reporting practices.
• Review sales processes at branch, unit, field, and advisor levels and capture feedback for refinement.
• Maintain accurate day-to-day records and databases for performance tracking.
• Coordinate closely with Operations, Sales Training, Marketing, Compliance, and HR to support regional business goals.
• Support Operations in improving login-to-completion ratios for both new business and client servicing.
• Ensure team participation in training programs so they remain equipped with the right knowledge and skills.
• Partner with HR on hiring, engagement, and retention activities across the region.
• Work with Compliance to keep the team informed about current rules and to address any concerns proactively.
• Share suggestions that can improve processes across support functions.
• Drive continuous on-the-job learning and skill development within the team.

Compliance and Business Conduct

The position requires strict adherence to internal policies, regulatory guidelines, and legal requirements. Branch operations must be monitored to ensure quality sourcing, proper market conduct, and responsible expense control.

Team Development

A major part of the role is building team capability through coaching, routine feedback, and practical training on the job.