Head Of Virtual Relationship Management

Role Overview

The Head of Virtual Relationship Management leads a banking team that acquires, supports and grows customer relationships through approved remote channels. This role turns the bank’s commercial and customer priorities into coordinated sales programmes and service journeys, while ensuring the unit meets its targets, operates effectively and manages customer and regulatory risks.

Key Responsibilities

• Set the Virtual Relationship Management strategy and convert it into practical business plans, campaign priorities, operating standards and resource proposals.
• Work with Product and Segment leaders to shape customer offers, define target audiences and coordinate campaigns across areas such as deposits, lending, cards, insurance, investments, foreign exchange and digital banking.
• Lead customer acquisition, onboarding, activation, cross-selling, portfolio development, retention and win-back, using customer needs and portfolio information to guide engagement.
• Oversee sales pipelines, lead allocation, customer follow-up and opportunity closure; review conversion, fulfilment and campaign results and address obstacles with relevant teams.
• Set expectations for consistent service across voice, email, video and other approved channels, and ensure complaints, service issues and processing delays are resolved within agreed timeframes.
• Improve end-to-end workflows with Operations, Credit, Compliance, Technology and Product teams, including reducing manual effort, strengthening service levels and improving management information.
• Maintain effective controls for customer identification, consent, disclosures, documentation and applications; monitor exceptions and ensure risks, audit findings and corrective actions are addressed.
• Lead team performance through clear objectives, regular coaching, capability development and workforce planning; report on commercial, customer, operational and people outcomes to senior stakeholders.

Requirements & Qualifications

• Bachelor’s degree in Business Administration, Commerce, Finance, Economics, Marketing or a related discipline.
• Substantial experience in relationship management, retail or premium banking, sales leadership, virtual banking or customer portfolio management. The source does not specify a minimum number of years.
• Demonstrated experience managing a sales or relationship team and delivering customer acquisition, portfolio growth and cross-selling outcomes.
• Experience coordinating work across Product, Segment, Operations, Credit, Compliance and Digital teams; familiarity with technology-enabled customer engagement is an advantage.
• Strong commercial planning, performance analysis, campaign and pipeline management, and portfolio-development skills.
• Sound knowledge of banking products, digital engagement, customer journeys, operational controls and compliance requirements.
• Effective stakeholder management, communication, presentation, problem-solving and decision-making abilities.
• Ability to coach and develop employees, lead change and build an accountable, collaborative and customer-focused team. A postgraduate qualification or relevant professional certification is an advantage.