Assistant Relationship Manager – POS / Merchant Acquiring

Role Overview

Assistant Relationship Manager – POS / Merchant Acquiring at First Abu Dhabi Bank, located in Abu Dhabi, UAE.

Company Overview

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. FAB offers a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. The organization is committed to excellence and innovation, delivering top-tier financial solutions to clients globally. FAB maintains a performance-based culture focused on supporting the ambitions of stakeholders to "Grow Stronger," with structured plans for recruitment and career progression of Emirati talent across regional and global markets.

Role Purpose

Accomplish set sales and revenue objectives for all products per the business plan while maintaining commercial effectiveness and ensuring excellent customer service through quality client on-boarding experience. Implement governance, controls, and compliance processes to proactively identify, manage, and minimize potential losses to the franchise.

Key Responsibilities

Sales & Revenue

• Meet and exceed monthly and annual sales target objectives.
• Achieve monthly and annual set KPI objectives.
• Accomplish set sales and revenue objectives for all products as per set business plan.
• Ensure penetration in the market through focus on New to Bank acquisition as well as solicit existing clientele.
• Focus on New to Bank acquisition along with leveraging existing client base.

Client Relationship & On-boarding

• Consistently keep customer/client as focus and ensure excellent customer service by delivering quality client on-boarding experience.
• To be familiar with all policies, products and processes to ensure superior client on-boarding experience.
• Ensure thorough knowledge of all products, policies and processes in order to achieve superior client on-boarding experience.
• Do proper analysis of the case and provide all related information of the customer after the field visit is done.
• Discuss the cases with stakeholders and ensure support is provided.
• Build a strong understanding of the portfolio, Business Banking customers' unmet needs, and use these insights to develop value proposition strategy.

Cross-selling & Revenue Growth

• To leverage on cross-sell opportunities to ensure higher revenue per customer.
• Identify any cross-selling opportunity for other business divisions of the bank.

Sales Reporting & Performance

• Maintain daily sales reports on sales performance for review by team leader and manager.

Compliance & Governance

• Ensure implementation of prescribed Sales & Compliance processes as per bank's policies.
• Ensure strict adherence to all KYC, Compliance policies and other processes as stipulated.
• Adhere to Risk Control Assessment process across all areas of Business Banking Department – Selling, Client On-boarding, Fraud Control, Client Application and KYC Documentation.
• Adherence to all prescribed internal processes to ensure satisfactory audit ratings by adherence of all prescribed processes.
• Implement governance and controls to proactively identify, manage and minimize/mitigate potential losses to the franchise within respective area.

Customer Service & Dispute Resolution

• To ensure no mis-selling to customers by offering products/services transparently as per customer requirements.
• Understand and resolve/escalate customer redresses to ensure timely resolution.
• Ensure to bring quality and right customers to the franchise.

Learning & Development

• Participate in the assigned People Development and L&D programmes.
• Take accountability for own development by active enrolment and participation with close coordination with respective team.
• To proactively participate in Learning, Development and training programmes of the bank in order to be effective sales personnel.
• To ensure participation in assigned training, Learning and Development programmes.

Market Intelligence & Continuous Improvement

• Conduct market research to inform strategy.
• Awareness to competition offerings and offer suggestions to line manager to improve products/processes.
• Continuous suggestions on changes and ways of improving FAB products.
• Develop written and verbal communications to inform and align with key decision makers and demonstrate real business impacts.

Qualifications & Experience

• University degree required.
• 3–5 years of experience in banking or in a financial industry.

Skills & Competencies

• Good convincing and negotiating skills according to the complexity of business.
• Customer insight and market research.
• Build and maintain effective business relationships with all colleagues.

Additional Information

FAB provides a range of learning and development initiatives to support all employees through training and skill development. Career progression opportunities are available for both experienced professionals and those starting their careers in a performance-based culture designed to unleash the best in you.