Area Manager, Mashreq Gold.RBG - MG Client Coverage - DIC.Retail Banking Group

Role Overview

Area Manager, Mashreq Gold.RBG - MG Client Coverage - DIC.Retail Banking Group at Mashreq. This role is based within the Retail Banking Group and focuses on Mashreq Gold client coverage.

Role Purpose

Develop, implement, and monitor business growth for Mashreq Gold by leading an integrated sales team and portfolio managers to support acquisition and retention strategies, revenue lines, and customer satisfaction across assigned centres.

Key Responsibilities

Sales Performance Management

• Manage sales performance against budget and address productivity issues.
• Drive monthly acquisition targets in assigned centres and monitor productivity targets.
• Achieve Sales and Service Targets by centre in line with Mashreq Gold UAE budget.
• Monitor and drive productivity in line with business goals and requirements.

Business Development & Opportunity Identification

• Identify potential business opportunities.
• Prepare structured plans to identify business opportunities through NTB and cross-selling.
• Lead business acquisition and retention strategies across assigned Mashreq Gold Centres.
• Monitor the business operating environment with respect to market trends, interest rates, asset and liabilities positions, trade volume, and credit facilities on an ongoing basis.
• Scan competition on a regular basis.

Supervision of Relationship Managers

• Drive Mashreq Gold RMs and mentor them towards execution of Mashreq Gold acquisition and retention strategies.
• Coach team members to increase sales productivity and cross-selling.
• Coach and mentor Gold RMs.
• Oversee and provide guidance to RMs throughout the sales process from client opportunity planning, client meetings, proposal preparation and negotiation, and ultimately deal close, ensuring an efficient process.
• Provide development plans and constructive feedback to RMs to support their overall development.

Relationship Management & Client Retention

• Develop integrated portfolio management plans for assigned centres and ensure implementation.
• Monitor service levels for customer satisfaction by centre.
• Oversee customer retention efforts with personal involvement in complaint resolution, account closures, and inquiries.
• Maintain and enhance relationships with key customer accounts and prospective customers to ensure business continuity and growth.
• Oversee key client relationships and ensure best service standards at all times.
• Provide regular updates to Head of Mashreq Gold on performance of accounts and on key market thrusts.
• Analyse key clients' financial statements and management practices to assess credit risk and ensure that the credit quality of the portfolio is not compromised.
• Recommend, reject, or approve credit facilities, within prescribed limits, after comprehensive analysis.

Business Monitoring & Review

• Conduct regular business reviews to ensure adequate business tracking.
• Ensure provision of high quality and timely service to clients.

Internal Collaboration & Stakeholder Engagement

• Collaborate with stakeholders such as Mashreq Gold Planning & Support, Mashreq Gold Product Advisory, Compliance, Credit, and Product teams to ensure end-to-end solutions are offered to Mashreq Gold clients.
• Achieve service level targets and manage coordination with Product Advisory and Planning & Support teams within Mashreq Gold to meet client service expectations.
• Engage with key stakeholders including Credit, Operations, Technology, and Branches to deliver timely and effective level of client experience.

Customer Experience & Process Improvement

• Take responsibility for CX and propose solutions for streamlining of processes.

Talent Management & Development

• Hire, train, and retain talent.
• Support capability upskilling.
• Define goals and key performance indicators for each member of the team and ensure effective implementation of the Mashreq performance management process.
• Develop talent within the team by providing guidance and coaching to achieve defined goals.
• Ensure resource optimization across the centre assigned to support business continuity and growth.
• Motivate and encourage superior performance.

Qualifications & Experience

• Bachelor's Degree in Business Administration, Finance, Banking, or a related major field of study.
• Minimum of 8 years of experience in Banking/Financial services across Priority banking products sales.
• Preferably at least 3 years in a similar role.
• SCA Qualified.