Team Lead - VRM SME.Business Banking-VRM SME
BFSI (Operations & Lending)
89+ Applicants
Posted: 2 days ago
5-7 years
Bengaluru / Bangalore, Karnataka
work from office
Posted: 2 days ago
|
Applicants: 89+
Job Description
About Company
Similar Jobs
Please verify your account first!
Send OTP
Job Description
Mashreq Business Banking
1
Job Title
Team Leader – Business Banking VRM
Department
Business Banking
Direct Supervisor
Area Manager, Business Banking
Job Number
2
Job Purpose
Dimensions
Operating Dimension
Areas
Annual FER (AED)
Annual Liability Growth
Number of Staff
VRM Channel
48,00,000
30,000,000
10
Capital Expenditure Budget
NA
NA
NA
NA
4
Key Result Areas
Strategic
Operating Environment, Framework and Boundaries, Working Relationships
Problem Solving
Decision Making Authority & Responsibility
Knowledge, Skills And Experience
Line Manager:Date:
Approved by: Date:
1
Job Title
Team Leader – Business Banking VRM
Department
Business Banking
Direct Supervisor
Area Manager, Business Banking
Job Number
2
Job Purpose
- Successfully lead and grow the Business Banking Neobiz & Micro segment for the Virtual Relationship Manager (VRM) Channel.
- Assist the management in formulation of business strategy for Neobiz & Micro and to work closely with proposition, finance and investment advisory for successful delivery of the strategy.
- Manage the team of Business Banking Virtual Relationship Managers
- Provide effective leadership to the Business Banking Virtual Relationship Managers and service staff via coaching.
Dimensions
Operating Dimension
Areas
Annual FER (AED)
Annual Liability Growth
Number of Staff
VRM Channel
48,00,000
30,000,000
10
Capital Expenditure Budget
NA
NA
NA
NA
4
Key Result Areas
Strategic
- Develop a clear business plan and strategies for Superior Sales & Service delivery, as well as the scope & definition of the desired customer experience. This is with a key aim to grow market share in the SME category, using all Mashreq Business Banking & digital channels, internal and external resources, and directly reporting team members
- Execute Business Banking strategies and plan to develop, leverage and build long term relationship with the affluent segment to achieve sales targets
- Prepare and execute Business Banking yearly budget plan including financial commitments, service standards and marketing activities.
- Develop and implement in conjunction with other stakeholders service standards and customer experience plans team to increase customer awareness of Business Banking range of product and increase revenue per customer.
- Generate business performance for management by combining Sales & Service metrics and process them into actionable reports for overall service measurement & productivity improvements. i.e. FX achievements, Trade achievements, Insurance & Investment achievements, NTB Account openings, DTR/Compliance/AML query clearance, KYC/CPRA remediation.
- Recommendations for product and process development based on customer feedback and analysis of the same.
- Complete ownership of the financial commitments for the assigned team.
- Drive sales and develop efficient plans aimed at enhancing VRMs productivity and minimizing budgets.
- Planning and monitoring of sales activities via sales activity tracker productivity metrics and KPI for the business.
- Coaching, grooming and developing the competency level of sales & service staff.
- Overall management of recruitment i.e. selection, recruitment, training, certification and deployment.
- Supporting and facilitating delivery of key trainings to staff including the proposition and induction of new staff.
- Proactive in key HR activities for Business Banking segment including identifying and recommending talent to other Areas
- Lead, develop and motivate the VRM team by enforcing the performance management culture and adopt reward recognition programs.
- Identify critical VRMs and set recommendation for career development and growth plans.
- Establish and institutionalize a culture of internal control and compliance in line with banks SOPs, external local regulations, ADM and AML guideline to ensure a risk free operating environment and achieve satisfactory risk rating
- Communicate changes in product, credit policy parameters and new product launch to the virtual relationship managers and other Mashreq Gold personnel.
- Ensure the KYC of the customer base is updated timely manner
- Track the daily EDMS exception report raised on VRM clients, by CAM or compliance team and guide the team to clear the exceptions within the TAT.
- Track daily DTR/AML queries of VRM portfolio in CRM and ensure timely clearance of the queue.
- Perform call monitoring to ensure the quality of sales & services and ensure no mis-selling in the team.
- Monitor and control deviation in policies / processes to mitigate risk and take corrective and immediate action. i.e. daily revision of reports.
- Handle and resolve customer complaints, operations related matters and credit and marketing issues across cross functional lines RBG and other groups, to maintain and build a loyal customer base.
- Root cause analysis of all customer complaints for rectification and improvement of NPS scores.
- Responsible to drive to success, all customer experiential related micro event held within the area/centers
- Ensure superior service delivery standards by constantly monitoring the key service performance indicators.
- Interact with the distribution channel to acquire, drive referrals and ensure fulfillment of leads within approved TAT
Operating Environment, Framework and Boundaries, Working Relationships
Looking to get Placed? Try our Placement Guarantee Plan
- Work closely with Business Banking Area Manager, Proposition, Finance, Human Resources and other stake holders in formulation of the business strategy for the Business Banking.
- Also interacts with service manager, CCU, Product managers, Third Party Service providers, training manager and operations manager for information retrieval and action.
- Need to develop expansion and distribution plans to ensure marked coverage and customer reach.
- Work on specific projects with different units within Mashreq with a key goal to drive improved customer convenience, simplified processes and reduce documentation while maintaining the quality standards.
- Focus on sales, revenue per customer, service standards and attrition control through relationship management approach to ensure steady growth of Business Banking franchise.
Problem Solving
- Service and operational related problems require immediate judgmental decisions, including ensuring quality of documentation, internal processes and deviations in customer documentation.
- Manage staff issues and concerns and work effectively with all Mashreq units to resolve customer and process related issues with a goal to improve convenience and manage exceptions.
- In a dynamic and evolving market, product re-positioning / revamping decisions require judgmental moves that would have P&L impact hence impact, hence requires long experience in the managing of such line of business
Decision Making Authority & Responsibility
- Staffing, hiring and review decisions with a goal to hire the best in market develop internal talent for career growth and manage staffing in line with business revenue/expense ratios.
- Responsible for stablishing SLAs and inter-department dependencies.
- To recommend changes related to layout and design based on actual customer experience or to facilitate the operations flow.
- Required making decisions on any matters related to improvement of customer satisfaction and revenue generation.
- Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.
- Responsible for all HR related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
Knowledge, Skills And Experience
- University graduate.
- Excellent people management skills and conflict management.
- 5 years experience in a sales or service industry.
- Customers focus and service orientation.
- Motivational skills and positive attitude.
- Ability to think creatively and challenge existing systems and processes.
- Analytical and numeric skills.
- Problem resolution skills.
- Ability to work under pressure and think on his / her feet.
- Dynamic, results-oriented approach to work.
Line Manager:Date:
Approved by: Date:
Skills
SalesAdvisoryBusiness BankingCredit PolicyDistributionManagement SkillsReportingRoot Cause AnalysisIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Mashreqbank is a leading financial institution in the Middle East, offering a wide range of banking and financial services to individuals and corporations.
Important dates & deadlines?
Application Deadline
16 Aug 26, 01:33 PM IST
Similar Jobs
View All
Loading...
Don't Miss out any Updates
Subscribe now for the latest job alerts
and never miss an update
Job Alert
Google hiring for Specific Roles Apply Now!
1 min ago
New Opportunity
Amazon is hiring freshers Apply Now!
5 min ago
Featured Jobs
Microsoft opening 50+ positions Apply Now!
10 min ago
