Virtual Relationship Manager

First Abu Dhabi Bank

To manage and grow a portfolio of profitable borrowing and non-borrowing customer base in defined geographical markets in pursuit of specific sales, service, growth, and opportunity targets.

KEY ACCOUNTABILITIES:

• Meet and exceed monthly target objectives across portfolio growth and revenue
• Focus on activation and management of dormant/inactive customers
• To be abreast with all policies, products, and processes to ensure superior client on boarding experience
• To proactively participate in Learning, Development, and training programmes of the bank to be effective sales personnel
• Ensure strict adherence to all KYC, Compliance policies and other processes as stipulated

Job Context

Financials:

• Manage portfolio of assigned customers comprising of customers primarily non borrowing customers
• Achieve monthly& annual KPI objectives (Portfolio, Revenue, X-sell, and Activations)
• Cross sell bank products (New accounts, Assets, Trade, FX and Bancassurance) to increase product penetration across customer portfolio
• Refer and upgrade customers to other units within the segment viz. Sales & Coverage RM
• Ensure penetration in the market through focus on New to Bank referrals from existing customers
• Maintain Daily Sales Reports on business performance for review

Customers

• Be commercially effective in the role and consistently keep customer/client as focus & ensure excellent customer service by delivering quality client on-boarding experience
• Ensure timely updating of KYC and conduct due diligence
• Ensure thorough knowledge of all products, policies, and processes in order to achieve superior client on boarding experience
• Effectively manage current account excess and account conduct management
• 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

Learning & Growth:

• Participate in the assigned People Development and Learning & Development programmes. Take accountability for own development by active enrolment and participation with close coordination with respective Unit Manager
• To ensure participation in assigned training, Learning & Development programmes
• Awareness to competition offerings and offer suggestions to line manager to improve product/ processes

Internal Processes:

• Ensure strict adherence of prescribed Sales & Compliance processes as per Bank's policies.
• Adherence to governance & controls to proactively identify, manage and minimize/mitigate potential losses
• Adhere to agreed SOPs across applicable areas
• Adherence to all prescribed internal processes to ensure satisfactory Audit Ratings

FRAMEWORKS, BOUNDARIES, & DECISION-MAKING AUTHORITY:

• Propose and recommend decisions as per the approved authorization matrix.
• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.