Assistant Manager.Business Banking-VRM SME

Mashreq Business Banking

JOB DESCRIPTION

Job Title:

Assistant Manager Business Banking VRM

Department

Business Banking

Direct Supervisor:

Area Manager, Business Banking

• Successfully lead and grow the Business Banking Neobiz & Micro segment for the Virtual Relationship Manager (VRM) Channel.


• Assist the management in formulation of business strategy for Neobiz & Micro and to work closely with proposition, finance and investment advisory for successful delivery of the strategy.


• Manage the team of Business Banking Virtual Relationship Managers


• Provide effective leadership to the Business Banking Virtual Relationship Managers and service staff via coaching.

• University graduate.


• Excellent people management skills and conflict management.


• 8+ years experience in a sales or service industry.


• 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.

Strategic:

• Develop a clear business plan and strategies for Superior Sales & Service delivery, as well as the scope & definition of the desired customer experience . This is with a key aim to grow market share in the SME category, using all Mashreq Business Banking & digital channels, internal and external resources, and directly reporting team members.


• Execute Business Banking strategies and plan to develop, leverage and build long term relationship with the affluent segment to achieve sales targets.


• Prepare and execute Business Banking yearly budget plan including financial commitments, service standards and marketing activities.


• Develop and implement in conjunction with other stakeholder s service standards and customer experience plans team to increase customer awareness of Business Banking range of product and increase revenue per customer.


• Generate business performance for management by combining Sales & Service metrics and process them into actionable reports for overall service measurement & productivity improvements. i.e. FX achievements, Trade achievements, Insurance & Investment achievements, NTB Account openings, DTR/Compliance/AML query clearance, KYC/CPRA remediation.


• Recommendations for product and process development based on customer feedback and analysis of the same.

Financial:

• Complete ownership of the financial commitments for the assigned team.


• Drive sales and develop efficient plans aimed at enhancing VRMs 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 sales & service staff.


• Overall management of recruitment 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.


• Proactive in key HR activities for Business Banking segment including identifying and recommending talent to other Areas


• Lead, develop and motivate the VRM team by enforcing the performance management culture and adopt reward recognition programs.


• Identify critical VRMs and set recommendation for career development and growth plans.

Compliance:

• Establish and institutionalize a culture of internal control and compliance 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 and other Mashreq Gold personnel.


• Ensure the KYC of the customer base is updated timely manner


• Track the daily EDMS exception report raised on VRM clients, by CAM or compliance team and guide the team to clear the exceptions within the TAT.


• Track daily DTR/AML queries of VRM portfolio in CRM and ensure timely clearance of the queue.


• Perform call monitoring to ensure the quality of sales & services 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 and credit and marketing issues across cross functional lines RBG and other groups, 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 area/centers

Service:

• Ensure superior service delivery standards by constantly monitoring the key service performance indicators.


• Interact with the distribution channel to acquire, drive referrals and ensure fulfillment of leads within approved TAT

• Work closely with Business Banking Area Manager, Proposition, Finance, Human Resources and other stake holders in formulation of the business strategy for the Business Banking.


• Also interacts with service manager, CCU, Product managers, Third Party Service providers, training manager and operations manager for information retrieval and action.


• Need to develop expansion and distribution plans to ensure marked coverage and customer reach.


• 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 Business Banking franchise.

• 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 Mashreq units to resolve customer and process related issues with a goal to improve convenience and manage exceptions.


• In a dynamic and evolving market, product re-positioning / revamping decisions require judgmental moves that would have P&L impact hence impact, hence requires long experience in the managing of such line of business

• Staffing, hiring and review decisions with a goal to hire the best in market develop internal talent for career growth and manage staffing in line with business revenue/expense ratios.


• Responsible for stablishing SLAs and inter-department dependencies.


• To recommend changes related to layout and design based on actual customer experience or 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.