Mashreq Business Banking JOB DESCRIPTION Job Description 1 Job Title: Team Leader – Business Banking VRM Department: Business Banking Direct Supervisor: Area Manager, Business Banking Job Number: 2 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. 3 Dimensions Operating Dimension Areas Annual FER (AED) Annual Liability Growth Number of Staff VRM Channel 48,00,000 30,000,000 10 Capital Expenditure Budget NA NA NA NA 4 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 stakeholders 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 5 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. 6 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 7 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. 8 Knowledge, Skills and Experience • University graduate. • Excellent people management skills and conflict management. • 5 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. Job Holder: Date: Line Manager: Date: Approved by: Date: