Lead – Digital Portfolio - NEOBiz.RBG - Rolex Tower - BB.Retail Banking Group

Role Overview

Lead – Digital Portfolio - NEOBiz at Mashreq Bank, Platform Business Banking, Rolex Tower, Dubai.

Role Purpose

Manage a portfolio of NEOBiz high-value customer relationships acquired digitally, achieve assigned financial and non-financial objectives, drive relationship growth through cross-selling of banking products, and maintain portfolio quality through active relationship management, compliance monitoring, and customer profiling.

Key Responsibilities

Relationship Management

• Own complete customer relationship management for the assigned portfolio of accounts.
• Deliver superior customer service.
• Actively manage all high-value NEOBiz customers focusing on relationship management and up-selling, deep-selling, and cross-selling of other bank products.
• Assume seamless handover of new relationships acquired digitally where high balance or high revenue potential is identified and relationships are upgraded by the VRM team using defined customer onboarding procedures.
• Conduct annual and periodic reviews of the existing portfolio in a timely manner and recommend customers for downgrades or upgrades.
• Monitor assigned relationships to ensure satisfactory account conduct and early rectification of various compliance-related issues.

Revenue Growth & Portfolio Optimization

• Improve share of wallet and target to be primary bank for each relationship in the assigned portfolio.
• Enhance relationship revenue from existing portfolio of non-borrowing accounts by cross-selling the complete range of banking products.
• Identify opportunities by assessing customer needs and profiling.
• Regularly upgrade or downgrade existing customers to NEOBiz Plus segment by offering need-based solutions as per client profile and requirements.
• Identify group relationships from the existing portfolio not holding Mashreq accounts and provide referral to the digital onboarding team.

Portfolio Quality & Compliance

• Maintain responsibility for quality and soundness of assigned NEOBiz High Value portfolio.
• Implement and maintain complete control aspects, including documentation, periodical client visits, call reports, and informal market feedback to monitor the assigned portfolio effectively.
• Maintain acceptable portfolio quality.
• Adhere to all compliance and regulatory policies with regards to KYC and AML as set out by the bank from time to time.
• Conduct KYC reviews, monitoring for due diligence, and anti-money laundering procedures.

Stakeholder Engagement & Governance

• Liaise between internal and external advisors to ensure precision of agreements.
• Collaborate with superiors and direct reports within business units, Risk Management, and related enabler units within the bank to achieve business objectives.
• Work closely with branches, SME central teams, compliance, and all governance units.
• Update Team Manager and Area Manager Platform on a regular and weekly basis for better controls on sales and relationship management.

Problem Resolution & Decision Making

• Resolve complaints mostly related to explaining procedures or providing information regarding SME banking, with first-point resolution capability.
• Conduct root cause analysis and reversals of charges where necessary as per ADM.
• Review customer relationships, bank policies, and financial objectives to take decisions on charges reversal, account maintenance, cheque book issuance, deviation recommendations, and providing FX rates.
• Manage operational risk through active reporting, analysis, and monitoring.

Team Development

• Develop on-the-job learning curve of SSO to enable them to grow professionally and prepare them for higher levels of responsibility.

Regulatory & Procedural Compliance

• Operate within standard rules and guidelines set by the Bank and additional ones set by Priority Banking.
• Adhere to SOP and ensure quality service to the Micro-portfolio.

Qualifications & Experience

• University degree, preferably with finance, banking, or mathematics component.
• Minimum 3–4 years of experience in business banking as RM or VRM in Dubai.
• Excellent knowledge of business banking products: FX, Trade, Insurance, and Investments.

Skills & Competencies

• Excellent communication skills, oral and written.
• Customer focused.
• Computer literate.
• Adaptability and Innovation – Level 3.
• Commitment to Results – Level 4.
• Communication Skills – Level 4.
• Influence and Negotiation – Level 3.
• Planning and Organizing – Level 3.
• Awareness of FX markets, Insurance, Investments, global financial markets, trade, and working capital offerings of the bank.

Additional Information

• Direct Supervisor: Senior Manager, Digital Portfolio - NEOBiz.
• Team Size: 9 staff.
• Operating Budget: AED 5M Liability Growth monthly and AED 1M FER revenue per month.
• Operating environment includes interface with customers via telephone, email, and face-to-face.
• Requires working relationships with branches, SME central teams, compliance and governance units, internal and external advisors, Risk Management units, digital onboarding team, and business units and enabler units within the bank.