Lead - Account Management - Business Banking Proposition.

Mashreq Bank PSC; United Arab Emirates; On-site; AED 100,000 - 120,000; Full time

Job summary

A leading financial institution in the UAE is seeking a Business Banking professional with over 4 years of experience. The role demands excellent customer service skills, an understanding of financial KPIs, and the ability to work under pressure. Responsibilities include maintaining customer satisfaction, ensuring adherence to compliance regulations, and delivering exceptional service standards. The ideal candidate will have a strong understanding of business banking products and a dynamic, results-oriented approach to work.

Qualifications

• 4+ years experience in Business Banking field.
• Excellent knowledge of business banking products including FX and Insurance.
• Ability to work under pressure and think creatively.

Responsibilities

• Ensure delivery of financial KPIs and execution of service calls.
• Maintain customer service excellence through proactive engagement.
• Comply with all regulatory requirements and improve customer experience.

Skills

Customer focus

Service orientation

Motivational skills

Ability to think creatively

Results-oriented approach

Education

University graduate

Tools

Business banking products knowledge

Job description

Key Result Areas

• Financial:
  
  
  
  • Ensure assigned FER & other financial KPI are delivered.
  
  
  • Ensure timely execution of welcome calls & all regular service calls to all assigned accounts.
  
  
  • Ensure appropriate scoping of all accounts to activate, nurture & grow customer profitability.
  
  
  • Generate FX, Trade (LC, etc.), Bank Guarantees, Insurance & Investment revenue.
  
  
  • Ensure to maintain / elevate the agreed funding rate of the portfolio base.
  
  
  
  


• Compliance:
  
  
  
  • Maintain portfolio quality by ensuring timely update of KYC, TL & all other aspects of governance.
  
  
  • Assisting compliance/AML/FP&I & all governance units without tipping off a customer
  
  
  • Adhering to all regulatory requirements of financial to rates, schedules, Document requirements, transactional inquiries.
  
  
  
  


• Clients:
  
  
  
  • Maintain a superior customer service experience including pre-empting issues and proactive servicing.
  
  
  • Conduct conference calls with product advisors with high potential clients & for activations of any dormant account.
  
  
  • Ensure superior service delivery standards by constantly monitoring the key service performance indicators.
  
  
  
  

Operating Environment, Framework and Boundaries, Working Relationships

• Operates in an assigned business environment where the interface with customers is over the telephone, email, and Face to Face (only when mandatory and needed at DOZ premises).


• Operates within standard rules and guidelines set by the Bank and additional ones set by priority banking.


• The Job holder needs to work closely with branches, SME central teams, compliance, and all governance units.


• Awareness of FX markets, global financial markets, trade & working capital offerings of the bank.


• Adherence of SOP & ensuring quality service to the Portfolio.

Problem Solving

• Compliant resolution mostly related to explaining procedures or providing information regarding SME First point resolution.


• Getting to root cause analysis and reversal if charges where necessary as per ADM.


• The job requires the job holder to possess skills to review customer relationships, bank policies and financial objectives to take decision on charges reversal, account maintenance, cheque book issuance, deviation recommendations, providing FX rates.


• Operation risk management through active reporting, analysis monitoring


• Limited to certain functions which enable on the spot problem

Knowledge, Skills and Experience

• University graduate.
  
  
  
  • 4+ years’ experience in Business Banking field.
  
  
  • Excellent knowledge of business banking products – FX, TWC, Insurance & investments
  
  
  • Customers focus and service orientation.
  
  
  • Motivational skills and positive attitude.
  
  
  • Ability to think creatively and challenge existing systems and processes.
  
  
  • Ability to work under pressure and think on his / her feet.
  
  
  • Dynamic, results-oriented approach to work.
  
  
  
  

Decision Making Authority & Responsibility

• 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.