Senior Virtual Relationship Manager.Business Banking-VRM SME

JOB DESCRIPTION –Senior Virtual Relationship Manager and Virtual Relationship Manager - Business Banking

1 Job Title

Senior Virtual Relationship Manager / Visual Relationship Manager

Department

Business Banking

Direct Supervisor

Team Manager / Area Manager

Job Number 2 Job Purpose

• Manage a set of existing Platform / Neobiz relationships through outbound calling channels.
• To achieve assigned financial and non-financial target by calling the customers.
• Manage all customers focusing on relationship Management & up-selling / deep-selling / cross selling other bank products.
• customer's needs & profiling.
• Responsible for quality & soundness of assigned Platform / Neobiz (KYC reviews, monitoring for due diligence, anti-money laundering procedures etc).
• Providing Excellent Customer Service to customer
• Ensure assigned FER & other financial KPI's are delivered
• Ensure to call all newly opened account assigned to Platform / Neobiz if any to introduce their VRM assigned to their account
• Generate FX, Trade (LC etc), Bank Guarantees, Insurance and Investment revenue
• Ensure to maintain / elevate the agreed funding of the account.
• Maintain a superior customer services experience.
• Conduct conference calls with product advisors with high potential clients.
• Maintain portfolio quality by ensuring timely update of KYC, Tland all other aspects of governance
• Assist compliance / AML / FP&I and all governance units without tipping off a customer
• Adherence to all regulatory requirements for financial offerings and raise alarms identifying any misconduct or a breech in the portfolio
• Resolve customer queries by rigorously following up on cases with internal departments and closing the same in the given turnaround time
• Support resolution of customer complaints related to rates, schedules, document requirements and transactional query
• Implement and maintain complete control aspects i.e. documentation, periodical client visits (if required) / call reports, stock inspections and formal credit checks / informal market feedback to monitor the assigned portfolio effectively.
• Maintain acceptable portfolio quality.
• Liaise with superiors and direct reports within the business units, Risk Management and related enabler units within the bank to achieve business objectives.
• Update team manager and area manager on regular / weekly for better controls on sales and relationship management.

Operating Environment, Framework and Boundaries, Working Relationships

Problem Solving

Decision Making Authority & Responsibility

As per the organization competency framework

Behavioral Competency COMPETENCY

Level (1-4)

(1-Basic 4- Sr. Managerial)

Adaptability and Innovation Level 3 Commitment to Results Level 4 Communication Skills Level 4 Influence and Negotiation Level 3 Planning and Organizing Level 3.

Skills Required

Insurance, Kyc, Customer Service