Mashreq Bank

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

 3

Dimensions

Operating Budget

Number of Staff

7

Capital Exp. Budget

Other

4

Key Result Areas

• 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.

5Operating Environment, Framework and Boundaries, Working Relationships6

Problem Solving

• Complaint resolution mostly related to explaining procedures or providing information regarding  Platform/Neobiz banking. First point resolution, 

• Getting to root cause analysis and reversals of charges where necessary as per ADM.

7

Decision Making Authority & Responsibility

• The job requires the job holder to possess skills to review customer relationships, bank’s policies, and financial objectives to take decisions on charges reversal, account maintenances, cheque book issuance, deviation recommendations, providing FX rates.

• Operation risk management through active reporting, analysis 7 monitoring

• Limited to certain functions which enable on-the-spot problem resolution.

8

Knowledge, Skills, and Experience

• University Graduate (preferably with some finance/banking or maths component).

• Excellent knowledge of business banking products – FX, TWC, Insurance & investments

• Minimum 3-5 years of experience in business banking as RM/VRM.

• Excellent communication skills (Oral and written)

• Very customer focused

• Computer literate

As per the organization competency framework 

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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.

Approved By

Fernando Morillo                            Rajeev Chalisgaonkar

Head of RBG                                   Head of Business Banking                 

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