Head of Liabilities Acquisition - Emiratized Role

Role Overview

Head of Liabilities Acquisition - Emiratized Role at First Abu Dhabi Bank (FAB), based in Abu Dhabi, United Arab Emirates.

Role Purpose

Manage a team responsible for attracting new to bank (NTB) liabilities accounts while ensuring achievement of agreed objectives for growth, profitability, and customer satisfaction. Drive business development to increase market share, define team goals and key performance indicators, and provide guidance, training, and motivation to the team.

Key Responsibilities

Sales & Revenue Management

• Lead the sales force for Commercial Banking Liabilities NTB acquisition to accomplish set sales and revenue objectives.
• Support the team to achieve sales and revenue objectives for products as per the set business plan.
• Support the team to achieve monthly and annual set KPI objectives.
• Manage the distribution channel.
• Maintain daily sales reports on sales performance and conduct regular performance review meetings with the team.
• Focus on increasing productivity and activity of the teams.
• Ensure maximum activation of zero balance accounts.
• Focus on increasing FX revenue on liability and NTB clients.
• Enhance transactions on the liabilities book.

Team Management

• Ensure recruitment, training, motivation, and retention of assigned staff.
• Motivate and train the team and ensure proper code of conduct is being followed.
• Conduct fair and transparent appraisals to coach, counsel, motivate sales personnel, and manage their career aspirations effectively.
• Ensure cross-sell opportunities are being tracked and sent accordingly.

Compliance

• Ensure adherence to banking regulations and organization guidelines relating to customer acceptance, data protection, money laundering, and KYC.
• Monitor non-compliant activities, including money laundering activities, and coordinate remedial actions with teams.
• Respond to relevant compliance and sanctions queries within the relevant timeframe.
• Ensure complete and comprehensive KYC of accounts on-boarded.
• Ensure there are no lapses on deferrals requested.
• Cooperate and facilitate work of internal audit and risk management to address gaps and respond to audit reports within agreed deadlines.

Customer Focus

• Be commercially effective in the role and consistently keep the customer or client as the focus.
• Ensure excellent customer service by delivering a quality client on-boarding experience.
• Monitor the performance of all clients on-boarded by team members and be responsible for the quality of CDD and documentation.
• Ensure thorough knowledge of all products, policies, and processes to achieve a superior client on-boarding experience.
• Call random clients and ensure proper information and services are provided.
• Understand and resolve or escalate customer redresses to ensure timely resolution.
• Contact customer service groups and processing units when needed to ensure satisfactory service standards are met.

Market & Internal Coordination

• Keep close monitoring on the market and update team members.
• Build and maintain effective business relationships with all internal departments and branches.
• Coordinate with other departments to ensure processing of applications within prescribed turnaround times (TATs).
• Discuss cases with stakeholders and ensure support is provided.

Internal Processes & Governance

• Ensure implementation of prescribed sales and compliance processes as per bank's policies.
• Implement governance and controls to proactively identify, manage, and minimize or mitigate potential losses to the franchise within the respective area.
• Adhere to Risk Control Assessment process across all areas of the Business Banking Department: selling, client on-boarding, fraud control, client application, and KYC documentation.
• Adhere to all prescribed internal processes to ensure satisfactory audit ratings.
• Ensure to bring quality and right customers to the franchise.

Learning & Development

• Participate in assigned people development and learning and development programmes.
• Take accountability for own development by active enrollment and participation with close coordination with the respective team.
• Ensure participation in assigned training and learning and development programmes.

Qualifications & Experience

• 10–12 years of experience in Commercial Banking Acquisition team.
• University degree, MBA, PGDM, or sales diploma or certification (preferable).
• Good knowledge of Business Banking (BB) products, compliance policies, and services.
• Familiarity with banking industry's rules and regulations.
• NTB business development abilities.

Skills & Competencies

• Good communication and analytical skills.
• Appropriate knowledge of modern management techniques and best practices.
• Excellent organizational skills.
• Leadership and team management skills.
• Service quality and customer handling skills.
• Ability to develop and strengthen relationships between team and customers.
• Results driven and customer focused approach.
• Motivated and proactive approach.
• Good computer skills in Excel, Word, and PowerPoint.
• Competitive ability to work in a multi-cultural environment.
• Ability to manage business complexities in view of competition.
• Ability to identify cross-selling opportunities for other business divisions of the bank.
• Continuous suggestions on changes and ways of improving FAB products.