• Provide guidance, coaching, and performance management to virtual relationship managers.
• Foster a high-performance culture focused on customer satisfaction and business growth.

• Ensure the team delivers exceptional remote customer service and builds strong relationships.
• Promote cross-selling and upselling opportunities to achieve revenue and retention targets.

• Monitor processes, ensure adherence to policies, and optimize workflows for efficiency.
• Maintain compliance with regulatory and organizational standards while leveraging digital tools.

Financial:

• Complete ownership of the financial commitments for the assigned team.
• Drive sales and develop efficient plans aimed at enhancing VRMs / VROs 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 VRMs/ VROs and other assigned staff.
• Overall management of assigned team 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.
• Lead, develop and motivate the VRM/ VRO teams and other assigned staff by enforcing the performance management culture and adopt reward recognition programs.

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

  
  

Compliance:

• Establish and institutionalize a culture of internal control and compliance within team 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/officers and other assigned staff.
• Ensure the KYC of the customer base is updated timely manner
• Track the daily exception report raised on VRM / VRO clients, by concerned teams and guide the team to clear the exceptions within the TAT.
• Track daily DTR/AML queries of assigned VRM / VRO portfolio in CRM and ensure timely clearance of the queue.
• Perform call monitoring to ensure the quality of assigned VRM / VRO and other assigned teams 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, credit, and marketing issues across cross-functional teams 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 assigned team.

  
  

Service:

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

  
  

• Interact with the cross functional channels to acquire, drive referrals and ensure fulfillment of service standards within approved TAT

  
  

• Interacts with relevant cross-functional teams, (ex: CCU, Product managers, Third Party Service providers, training manager, operations manager) for information retrieval and action.

  
  

• 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 portfolio.

  
  

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

  
  

• Responsible for implementing SLAs and managing inter-department dependencies.

  
  

• To recommend changes based on actual customer experience and 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.

  
  

• University graduate.
  • Excellent people management skills and conflict management.
  • Min. 5 years’ experience in banking industry and SME Relationship Management Roles.
  • 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.