Assistant Relationship Manager, Digital Portfolio.RBG - Rolex Tower - BB.Retail Banking Group

Job Purpose

Operating Budget

Other

• Relationship management
• Work closely with Relationship Managers and Regional Area Managers to identify desired service levels.
• Work on projects with Client Experience Manager or Governance as required to improve and standardize overall client services across all channels and contribute to developing and implement agreed actions
• Responsible to drive and ensure all requests are received and processed digitally first.
• Ensure smooth flow of all applications and requests including account opening and ownership of discrepant cases from sales channels.
• Be the final direct and indirect point of contact for customer complaints, which will be sourced through branches, RMs or directly from customers.
• Provide regular feedback to Product Managers on process / service related issues.
• Meeting the service standards and turnaround time’s outline with SLA.
• Risk management and Governance
• Assist the Relationship Manager to conduct proper KYC and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.
• Actively participate and contribute to reduce Rejects and Referrals on all products sourced by Relationship Managers, by acting as a checker and providing feedback.
• Ensure expired and overdue KYC, Visa, Passport, Emirates are updated on a timely basis.
• Represent Mashreq NEOBiz in liaising with audit for operational issues/ working with Relationship Managers in rectifying all audit objections and queries.
• Ensure excellent quality of KYC is maintained on all Mashreq NEOBiz clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis
• Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required.

Administration & Reporting

• Ensure client records and transactions are recorded/processed on the system in a timely/accurate manner.
• Assist the Relationship Manager to conduct proper KYC and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.
• Share RM wise NPS/ Complaint verbatim on a weekly basis as per service pack to Relationship Managers and Area Manager and gather feedback and conduct service recovery calls
• Ensure effective handling of customer complaints/inquiries for Mashreq NEOBiz Clients.
• Monitor customer feedback to ensure Mashreq NEOBiz standards are met at all levels.
• Drive CRM usage at frontline for respective team, act as CRM champion and ensure all customer interactions (Complaints, Service Request etc) are appropriately recorded in CRM, check by way of sample.
• Provide bi-weekly feedback to Manager Customer Experience as per “Service Pack”
• Governance and Audit
• Support Relationship Managers with KYC, FATCA and to have updated client information.
• Assist with effective implementation of all audit recommendations and procedures as advised by Senior Management
• Refer all matters of non-routine nature to appropriate superiors.
• Ensure timely follow up with RM for margin calls and follow the corrective action by advising the CAU manager for liquidation of the shares.
• To manage and monitor the authenticity of the applications and other credit facilities by pre-screening and process where applicable the applications / requests effectively ensuring that all financial and non-financial parameters are adhered with proper signoff at every stage.
• Identify anomalies in lodgment, pledging or withdrawal process and highlighting such anomalies to the unit management for onward follow-up / procedural change.

Area Managers

• Handle all customer queries that have been escalated to an Area Manager for intervention, ensure these are logged in CRM and conduct independent investigation and propose to Area Manager course and suggested action
• Act as Employee Engagement coordinator for dedicated Area Managers.
• Document and share (as per format provided) any feedback from frontline

Alternate Channels

• Strategize on how to increase penetration of alternate channel usage within teams
• Help with any ad-hoc outbound calling exercises as designated periodically by Manager client experience
• 100% Instant Debit Card & Cheque Books to be issued
• Remittance / CASA / Credit Card/ Insurance / Investment Reject Rates to be under 5%
• Champion at least two service campaigns when launched.
• Support RM to resolve all customer issues.

Operating Environment, Framework and Boundaries, Working Relationships

• To ensure that a consistently high level of relationship management customers services is maintained and thus contributing positively to the image of the Bank.
• Contribute to effective training and development of staff if is required.
• Ensure mails received from all the teams addressed to processing department are sent on a timely basis.
• Ensure all acknowledgement received processing department from are appropriately filed.
• Ensure all filing cabinets are locked at the end of day and all obsolete files / registers are regularly sent for archiving.
• Keep the work area clean and tidy.

Problem Solving

• The ARM will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Center).
• Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.

Decision Making Authority & Responsibility

• The ARM will be empowered to take decision on financial and non financial issues of the customer.
• ARM will be empowered to put forth recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction.
• Thorough knowledge of products, services policies and processes of retail banking in Mashreqbank.
• The job holder will have to possess the following skills:
• Problem solving skills.
• Communication skills.
• Interpersonal skills.
• Ability to work under pressure.
• Computer literacy.
• The job holder should have completed his high school, university graduates are better to have. They should have 2-3 years banking experience or experience in any other.