Manager - VRM.Egypt-SMEs-NeoBiz.Retail Banking at Mashreq Careers

, , Egypt -

Full Time

Start Date

Immediate

Expiry Date

31 May, 26

Salary

0.0

Posted On

02 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Coaching, Performance Management, Customer Satisfaction, Business Growth, Cross-selling, Upselling, Operational Excellence, Compliance, Risk Management, Conflict Management, Analytical Skills, Problem Resolution, Relationship Management, Sales Planning, KPI Monitoring

Industry

Banking

Description

Job Purpose 1. LEAD AND DEVELOP THE TEAM * Provide guidance, coaching, and performance management to virtual relationship managers. * Foster a high-performance culture focused on customer satisfaction and business growth. -------------------------------------------------------------------------------- 2. DRIVE CUSTOMER ENGAGEMENT AND BUSINESS GROWTH * Ensure the team delivers exceptional remote customer service and builds strong relationships. * Promote cross-selling and upselling opportunities to achieve revenue and retention targets. -------------------------------------------------------------------------------- 3. ENSURE OPERATIONAL EXCELLENCE AND COMPLIANCE * Monitor processes, ensure adherence to policies, and optimize workflows for efficiency. * Maintain compliance with regulatory and organizational standards while leveraging digital tools. Key Result Areas Financial: * Complete ownership of the financial commitments for the assigned team. * Drive sales and develop efficient plans aimed at enhancing VRMs / VROs productivity and minimizing budgets. * Planning and monitoring of sales activities via sales activity tracker productivity metrics and KPI for the business. People: * Coaching, grooming and developing the competency level of VRMs/ VROs and other assigned staff. * Overall management of assigned team 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. * Lead, develop and motivate the VRM/ VRO teams and other assigned staff by enforcing the performance management culture and adopt reward recognition programs. * Identify critical VRMs/VROs and set recommendation for career development and growth plans. Compliance: * Establish and institutionalize a culture of internal control and compliance within team in line with bank’s 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/officers and other assigned staff. * Ensure the KYC of the customer base is updated timely manner * Track the daily exception report raised on VRM / VRO clients, by concerned teams and guide the team to clear the exceptions within the TAT. * Track daily DTR/AML queries of assigned VRM / VRO portfolio in CRM and ensure timely clearance of the queue. * Perform call monitoring to ensure the quality of assigned VRM / VRO and other assigned teams 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. Clients: * Handle and resolve customer complaints, operations related matters, credit, and marketing issues across cross-functional teams 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 assigned team. Service: * Ensure superior service delivery standards by constantly monitoring the key service performance indicators. * Interact with the cross functional channels to acquire, drive referrals and ensure fulfillment of service standards within approved TAT Operating Environment, Framework and Boundaries, Working Relationships * Interacts with relevant cross-functional teams, (ex: CCU, Product managers, Third Party Service providers, training manager, operations manager) for information retrieval and action. * 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 portfolio. 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 cross-functional units to resolve customer and process related issues with a goal to improve convenience and manage exceptions. Decision Making Authority & Responsibility * Responsible for implementing SLAs and managing inter-department dependencies. * To recommend changes based on actual customer experience and 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. * Min. 5 years’ experience in banking industry and SME Relationship Management Roles. * 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.

Responsibilities

The manager is responsible for leading and developing a team of virtual relationship managers, focusing on coaching, performance management, and fostering a high-performance culture centered on customer satisfaction and business growth. Key duties also involve driving customer engagement, ensuring operational excellence, and maintaining strict compliance with all regulatory and organizational standards.