Job Description
Job Purpose 1. Lead and Develop the Team
- Provide guidance, coaching, and performance management to virtual relationship managers.
- Foster a high-performance culture focused on customer satisfaction and business growth.
2. 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.
3. 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.
- Dynamic, results-oriented approach to work.
