Lead – Digital Portfolio - NEOBiz.RBG - Rolex Tower - BB.Retail Banking Group

Job Description

Job Purpose

• Manage a set of existing NEOBiz relationships acquired digitally.
• To achieve assigned financial and non-financial objectives by meeting all non-borrowing needs of customers with target segments (Viz. borrowers, transactors, depositors).
• Actively manage all high value NEOBiz customers focusing on relationship Management & up-selling/ deep-selling/ cross selling other bank products. Seamlessly takeover new relationships acquired digitally where high balance / high revenue potential is identified & relationships upgraded by VRM team using defined customer on-boarding procedure.
• Constantly identify opportunities by identifying customer's needs & profiling.
• Responsible for quality & soundness of assigned NEOBiz High Value portfolio (KYC reviews, monitoring for due diligence, anti-money laundering procedures etc).

Operating Budget

Other

• Improve share of wallet & target to be primary bank for each of the relationships in the assigned portfolio. Enhance relationship revenue from existing portfolio of non-borrowing accounts by cross-selling complete range of banking products.
• Assume complete ownership of customer relationship management for the assigned portfolio of accounts. Provide superior customer service.
• Conduct annual/periodic reviews in the existing portfolio in a timely manner and recommend customers for downgrades/ upgrades.
• Follow-up and monitor assigned relationships to ensure satisfactory account conduct and early rectification of various compliance related issues.
• Implement and maintain complete control aspects i.e. documentation, periodical client visits / call reports, informal market feedback to monitor the assigned portfolio effectively.
• Maintain acceptable portfolio quality.
• Identify group relationships from the existing portfolio not holding Mashreq account & provide referral to the digital onboarding team.
• Liaise between internal and external advisors to ensure precision of agreements.
• Develop on the job learning curve of SSO to enable them to grow professionally and prepare them for higher levels of responsibility.
• Liaise with superiors and direct reports within the business units, Risk Management and related enabler units within the bank to achieve business objectives.
• Achieve assigned financial and non financial targets.
• Adhere to all the compliance & regulatory policies with regards to KYC/ AML etc as set out by the bank from time to time.
• Update Team manager and Area Manager Platform on regular / weekly basis for better controls on sales and relationship management.
• Regularly upgrade/downgrade existing customers to Neobiz Plus segment by offering need based solution as per client's profile & requirements.

Operating Environment, Framework and Boundaries, Working Relationships

• Operates in an assigned business environment where the interface with customers is over the telephone, email, and Face to Face
• Operates within standard rules and guidelines set by the Bank and additional ones set by priority banking.
• The Job holder needs to work closely with branches, SME central teams, compliance & all governance units.
• Awareness of FX markets, Insurance, Investments, global financial markets, trade & working capital offerings of the bank.
• Adherence to SOP & ensuring quality service to the Micro-portfolio.

Problem Solving

• Complaint resolution mostly related to explaining procedures or providing information regarding SME banking. First point resolution,
• Getting to root cause analysis and reversals of charges where necessary as per ADM.

Decision Making Authority & Responsibility

• The job requires the job holder to possess skills to review customer relationships, bank’s policies, and financial objectives to take decisions on charges reversal, account maintenances, cheque book issuance, deviation recommendations, providing FX rates.
• Operation risk management through active reporting, analysis 7 monitoring
• Limited to certain functions which enable on-the-spot problem resolution.
• University Graduate (preferably with some finance/banking or maths component).
• Excellent knowledge of business banking products – FX, Trade, Insurance & investments
• Minimum 3-4 years of experience in business banking as RM/VRM in Dubai.
• Excellent communication skills ( Oral and written)
• Very customer focused
• Computer literate
• As per the organization competency framework

***(1-Basic 4- Sr. Managerial)***