Senior Virtual Relationship Manager.Mashreq Plus

To provide his portfolio customers with personalized service so as to develop close relationships, achieve maximum profitable contribution for the bank and retain their loyalty


Nurture the clients and enable them to Gold eligibility for upgrading them to Certified F-F RMs


Minimize customer attrition & maintain customer contact


The job holder is required to enhance priority banking sales and promote the cross selling of bank product to existing and potential priority customers through marketing efforts


Safeguard the bank from potential loss
To continue to maintain and improve the quality of service offered to Priority customers


Acquire new to bank affluent customers

University Graduate


Strong sales knowledge & insurance/investments/ Financial Market Knowledge


Strong Interpersonal skills and cultural sensitivity
Relationship Management & Networking skills

Extrovert/Amiable personality
At least, 2 years experience in a similar job


Self-Motivated and positive attitude


Analytical and numeric skills


Problem resolution skills


Ability to work under pressure and think on his / her feet


Dynamic, results-oriented approach to work

Financial:
Achieve individual monthly, quarterly and yearly targets assigned to Mashreq Gold VRM Unit

Targets vary on Business Requirements (Financial Plan)


FER - achieve FER target assigned on monthly basis
Liabilities - achieve NNM target assigned on monthly basis
Maximize portfolio penetration and cross sell as per business requirements and customer needs
Customer Service:
Provide best in class service standard to Gold customers


Respond to customer query/escalated complaint within 48 hours


Achieve mystery shopping results of a minimum 90%


Maintain customer contact defined metrics measured through CRM 95% KPA achievement month on month
Ensure 100% of customers on your portfolio are aware that you are the RM


All service deliverables should contribute to increasing the NPS to 10+ for RBG


Compliance, Audit and Quality:
Adherence to KYC/AML and relevant SOPs


Timely action on ONR & DTR etc


100% of portfolio should be contacted and updated on CRM
Understanding and use of bank systems


Zero tolerance on Complaints received due to misleading information


Adherence to the sales process governing sales of investment and insurance customers including not but restricted to risk profiling customers and ensuring full disclosures of all product features and risks

Zero tolerance on miss-selling

Profiling to be completed for each customer


Non- Financial Goals:
Maintain outbound call target of 25 calls/day


CRM registration of calls on a daily basis


Expired KYC & CPRA/IMA to be maintained at less than 5% of