Senior Manager Digital Portfolio

Mashreq Corporate & Inve...

Mashreq Business BankingJob DescriptionJob Description 1Job TitleSenior Manager Digital Portfolio, NEOBizDepartmentBusiness BankingDirect SupervisorArea Manager, NEOBiz Business BankingJob Number: 2 Job PurposeSuccessfully lead and grow the Business Banking Neobiz High Value segment through a team of Digital Portfolio Manager Channel.Assist the management in formulation of business strategy for NEOBiz to work closely with proposition, finance and investment advisory for successful delivery of the strategy.Provide effective leadership to the Business Banking Digital Portfolio Managers and service staff via coaching.3 Dimensions Operating Dimension Areas Annual FER (AED) Annual Liability Growth Number of Staff Digital Portfolio Manager Channel 100,000,000 300,000,000 9-10 Capital Expenditure Budget NA NA NA NAStrategicDevelop 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 membersExecute Business Banking strategies and plan to develop, leverage and build long term relationship with the affluent segment to achieve sales targetsPrepare 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.FinancialComplete ownership of the financial commitments for the assigned team.Drive sales and develop efficient plans aimed at enhancing Digital Portfolio Manager s productivity and minimizing budgets.Planning and monitoring of sales activities via sales activity tracker productivity metrics and KPI for the business.PeopleCoaching, 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 AreasLead, develop and motivate the Digital Portfolio Manager team by enforcing the performance management culture and adopt reward recognition programs.Identify critical Digital Portfolio Manager and set recommendation for career development and growth plans.ComplianceEstablish 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 ratingEnsure the KYC of the customer base is updated timely mannerTrack the daily EDMS exception report raised on DIGITAL PORTFOLIO MANAGER clients, by CAM or compliance team and guide the team to clear the exceptions within the TAT.Track daily DTR/AML queries of DIGITAL PORTFOLIO MANAGER 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.ClientsHandle 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/centersServiceEnsure 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 TATOperating Environment, Framework and Boundaries, Working RelationshipsWork 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 SolvingService and operational related problems require immediate judgmental decisions, including ensuring quality of documentation, internal processes and deviations in customer documentation.