Relationship Manager - Business Banking - BB

Role Overview

Relationship Manager - Business Banking at Mashreq. The role manages a portfolio of existing Small Enterprise (SE) relationships and originates new SE relationships in business communities around branch locations.

Role Purpose

To achieve assigned financial and non-financial objectives by meeting all borrowing and non-borrowing needs of customers within target segments, including borrowers, transactors, and depositors. The role balances relationship management, portfolio quality, and business development to drive revenue growth and customer satisfaction.

Key Responsibilities

Relationship Management & Customer Service

• Assume complete ownership of customer relationship management for the assigned portfolio of accounts.
• Provide superior customer service and maintain acceptable portfolio quality.
• Manage all customers with focus on relationship management and upward customer mobility.
• Improve share of wallet and position the bank as primary bank for each relationship in the assigned portfolio.
• Conduct periodic client visits and call reports to maintain relationship quality.

Business Development & Market Origination

• Actively source new-to-bank (NTB) customers and generate new business leads from walk-in customers.
• Screen the market for NTB opportunities.
• Seamlessly take over new relationships originated by DS and relationships downgraded by ME team using defined customer onboarding procedures.
• Regularly upgrade existing SE customers to ME segment by offering need-based solutions aligned with client profile and requirements.

Revenue Enhancement & Cross-Selling

• Enhance relationship revenue from existing portfolio of borrowing and non-borrowing accounts by cross-selling the complete range of banking products.
• Identify opportunities to upgrade customers to ME category by identifying customer needs and profiling.

Credit & Portfolio Management

• Conduct annual and periodic credit facility reviews in the existing portfolio in a timely manner.
• Recommend appropriate credit facilities in line with the bank's credit policy to maximize earnings while containing risks to an acceptable level.
• Identify candidates for downgrades and upgrades within the portfolio.
• Follow up and monitor assigned relationships to ensure satisfactory account conduct and early rectification of various credit-related issues.

Portfolio Monitoring & Controls

• Implement and maintain complete control aspects including documentation, periodical client visits, call reports, stock inspections, formal credit checks, and informal market feedback.
• Monitor the assigned portfolio effectively to identify early warning signs.
• Ensure quality and soundness of assigned SE portfolio through KYC reviews, monitoring for due diligence, and anti-money laundering procedures.

Compliance & Regulatory

• Adhere to all compliance and regulatory policies regarding KYC and AML as set out by the bank from time to time.
• Maintain complete documentation and audit trail for all portfolio activities.

Reporting & Communication

• Update branch manager and regional SE manager on a regular and weekly basis for better controls on sales and relationship management.
• Liaise between internal and external advisors to ensure precision of agreements.
• Liaise with superiors and direct reports within business units, Risk Management, and related enabler units to achieve business objectives.

Team Development

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

Performance Targets

• Achieve assigned financial and non-financial targets.

Qualifications & Experience

• At least 4 years of relevant banking experience in local or international markets.
• MBA or CA qualification, or if a regular graduate, must possess adequate relevant experience.

Skills & Competencies

• Banking sales and service experience with proven relationship management qualities.
• Advanced vocational knowledge of the subject matter including Credit, Trade, Operating Systems, and Legal.
• Excellent communication and negotiation skills.
• Positive attitude, strong work ethic, and good team player.