Provide guidance, coaching, and performance management to virtual relationship managers.
Foster a high-performance culture focused on customer satisfaction and business growth.
Drive Customer Engagement and Business Growth
Ensure the team delivers exceptional remote customer service and builds strong relationships.
Promote cross-selling and upselling opportunities to achieve revenue and retention targets.
Ensure Operational Excellence and Compliance
Monitor processes, ensure adherence to policies, and optimize workflows for efficiency.
Maintain compliance with regulatory and organizational standards while leveraging digital tools.
Key Result Areas
Financial
Complete ownership of the financial commitments for the assigned team.
Drive sales and develop efficient plans aimed at enhancing VRMs / VROs productivity and minimizing budgets.
Planning and monitoring of sales activities via sales activity tracker productivity metrics and KPI for the business.
People
Coaching, grooming and developing the competency level of VRMs/ VROs and other assigned staff.
Overall management of assigned team i.e. selection, recruitment, training, certification and deployment.
Supporting and facilitating delivery of key trainings to staff including the proposition and induction of new staff.
Lead, develop and motivate the VRM/ VRO teams and other assigned staff by enforcing the performance management culture and adopt reward recognition programs.
Identify critical VRMs/VROs and set recommendation for career development and growth plans.
Compliance
Establish and institutionalize a culture of internal control and compliance within team in line with bank's SOPs, external local regulations, ADM and AML guideline to ensure a risk free operating environment and achieve satisfactory risk rating
Communicate changes in product, credit policy parameters and new product launch to the virtual Relationship Managers/officers and other assigned staff.
Ensure the KYC of the customer base is updated timely manner
Track the daily exception report raised on VRM / VRO clients, by concerned teams and guide the team to clear the exceptions within the TAT.
Track daily DTR/AML queries of assigned VRM / VRO portfolio in CRM and ensure timely clearance of the queue.
Perform call monitoring to ensure the quality of assigned VRM / VRO and other assigned teams and ensure no mis-selling in the team.
Monitor and control deviation in policies / processes to mitigate risk and take corrective and immediate action. i.e. daily revision of reports.
Clients
Handle and resolve customer complaints, operations related matters, credit, and marketing issues across cross-functional teams to maintain and build a loyal customer base.
Root cause analysis of all customer complaints for rectification and improvement of NPS scores.
Responsible to drive to success, all customer experiential related micro event held within the assigned team.
Service
Ensure superior service delivery standards by constantly monitoring the key service performance indicators.
Interact with the cross functional channels to acquire, drive referrals and ensure fulfillment of service standards within approved TAT
Operating Environment, Framework and Boundaries, Working Relationships
Interacts with relevant cross-functional teams, (ex: CCU, Product managers, Third Party Service providers, training manager, operations manager) for information retrieval and action.
Work on specific projects with different units within Mashreq with a key goal to drive improved customer convenience, simplified processes and reduce documentation while maintaining the quality standards.
Focus on sales, revenue per customer, service standards and attrition control through relationship management approach to ensure steady growth of portfolio.
Problem Solving
Service and operational related problems require immediate judgmental decisions, including ensuring quality of documentation, internal processes and deviations in customer documentation.
Manage staff issues and concerns and work effectively with all cross-functional units to resolve customer and process related issues with a goal to improve convenience and manage exceptions.
Decision Making Authority & Responsibility
Responsible for implementing SLAs and managing inter-department dependencies.
To recommend changes based on actual customer experience and to facilitate the operations flow.
Required making decisions on any matters related to improvement of customer satisfaction and revenue generation.
Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.
Responsible for all HR related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
Knowledge, Skills and Experience
University graduate.
Excellent people management skills and conflict management.
Min. 5 years experience in banking industry and SME Relationship Management Roles.
Customers focus and service orientation.
Motivational skills and positive attitude.
Ability to think creatively and challenge existing systems and processes.
Analytical and numeric skills.
Problem resolution skills.
Ability to work under pressure and think on his / her feet.
