Assistant Manager.Business Banking-VRM SME (Mashreq Global Network India)

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.