Relationship Manager SME High Net Worth Individuals - Abu Dhabi

Invest Bank; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in Abu Dhabi seeks a skilled professional to enhance customer relationships and drive business growth for high net worth individuals. The ideal candidate will have a strong background in customer service within the banking industry, with a focus on liability and cash management. This role involves ensuring compliance, managing portfolios, and actively contributing to business development targets, while maintaining high levels of customer satisfaction.

Qualifications

• 5-8 years of customer service experience in banking.
• Experience in Liability and Cash Management.
• Strong understanding of local market and competitor activity.

Responsibilities

• Manage NTB and existing customer portfolios.
• Ensure compliance with KYC and portfolio management.
• Develop relationships and enhance customer balances.

Skills

Customer Service

Relationship Management

Business Development

Compliance Awareness

Market Understanding

Education

Bachelor’s or Master’s Degree

Job description

Job Purpose:

• To deliver timely and error free services to all customers to ensure the fulfilment of types of transactions as per customer requirements in line with the Bank Policy, Central Bank guidelines and industry standard.
• Manage and ensure NTB & existing portfolio running in good order.
• Ensure client onboarding process and portfolio housekeeping management proactively well monitored in a seamless manner (applies on all existing, sourced NTB, Walk-in / Referred Customers handling, account opening, KYC, & account/ portfolio management).
• Originate and develop NTB Liability relationships and enhance current customer CASA and FD balances as per KPI/OKR.
• Ensure that business sourced is fully compliant and KYC done as per Compliance Dept. guidelines, and required due diligence carried upfront as well as throughout the relationship.
• Ensure portfolio tail management applied annually.
• Ensure market penetration across the designated regions and sectors as per KPI’s/OKRs.
• Coordinate with other departments to render effective services to the customers.
• Ensure improving COF, NFI, NII.
• Ensure continued customer communication and satisfaction, while maintaining customer experience to remain at 95% minimum at all times.
• Improve NPS and CEF scores.
• Timely reporting on Customer Experience related matters, with effective TAT.
• Timely and regularly update all call reports, performance sheets (accurately), as well as Pipeline in line with KPI/OKR expectations.
• Display Invest Bank Values of Integrity, Customer Focus, Competence, Consistency, Transparency and Courteousness.
• Timely reporting to concerned parties on all Operational Risk, Fraud, AML, and all related issues.
• Ensure Policies and Procedures are followed towards operating accounts, identifying red flags, analyzing, evaluating, treating, and monitoring risks.
• Ensure strong network with the market, clients, organization departments and teammates.

Job Accountabilities:

Business Development (as per KPI/OKR)

• Answering calls, arranging appointments, dealing with HNW individuals (VIP).
• Providing the best services for HNWI by reducing the customer waiting and service time.
• Provide customer with competent, timely and error free service to ensure high levels of customer satisfaction.
• Follow up HNWI for ensuring all KYCs, EID, passport are updated regularly and as per Policy.
• Actively contribute for development and growth of CASA (30%) / Fixed Deposit (70%) Balances from existing and NTB clients.
• Actively contribute for development and growth of Assets.
• Actively contribute for development and growth of Investment products.
• Actively ensure considerable growth in NTB P.A.
• Develop and cross sell ancillary business.
• Apply Job Purpose while ensuring high levels of customer satisfaction within policy standards and updated accurate reporting.
• Achieve the financial & non-financial targets.
• Plan the annual marketing strategy of the portfolio and ensure establishment of appropriate account plans to attain business focus roadmap (To be shared Monthly for performance vetting one on one with Head of High Net Worth Individuals).
• Develop strong working relations with all existing clients at the decision-making level, to position as their bank of choice.
• Ensure the portfolio is reviewed in a timely manner, and regular involvement in maintenance and housekeeping.
• Implement Controls in line with the bank’s policy and regulatory requirements to attain a satisfactory audit rating on portfolio quality.
• Meet all the compliance regulations and requirements related to the portfolio accounts.
• Support the control of COF and alternate sources of growth; as well as operational/executional TAT.
• Committed line up with the direction and strategy cascaded by the Bank and reporting line.

Achievements against Business Targets (as per KPI/OKR)

• Coordination, organization, motivation, collaboration, support.
• Meeting Business Development measures
• Key contribution to Fixed Deposit, CASA, Fee Income, and wallet share.
• Key Contribution to Assets booking and Investment products.
• Ensure customer satisfaction at all times.
• The assigned personal business targets to be met within the given time frame.
• Relationship onboarding process, personal portfolio maintenance, and MIS. management to be met within the given time frame.
• Any documents deferral obtained should be properly followed up and rectified/ extended well before the deferral expiry.
• Any one-off approvals are to be strictly treated as one-off exception and not as practice.
• Progressive record of business development with weekly updates, call reports, client visits and growing NTB Performance Sheet as well as Pipeline with high conversion rate of (minimum 80%).
• Attend all required and nominated training programs.
• TAT as agreed per product/service matrix.
• Deliver account plans within pre-set periods agreed in the plan.
• Key contribution to achieve satisfactory audit rating for Unit’s Portfolio.
• Zero tolerance on AML.
• Expired TL/KYC to be maintained less than 3% all the time.
• Strictly follow the reporting line protocol.

Qualifications, Experience & Skills:

• Bachelors / Master’s Degree from reputable institution.
• 5-8 years of experience in the customer service section preferably in banking Industry.
• Experienced in Liability and Cash Management.
• 5-8 years in the designated area of expertise (CASA/Liabilities banking) RB-High Net Worth Individuals, private, &/or priority banking.
• Experience in selling Investment products and Assets.
• Strong understanding of local market and competitor activity.
• Strong understanding of account management, and operations.