Assistant ss Banking-VRM SME

Job Purpose

• 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.

Key Result Areas

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

Operating Environment, Framework and Boundaries, Working Relationships

• 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.

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 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

Decision Making Authority & Responsibility

• 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.

Knowledge, Skills and Experience

• 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.