Senior Virtual Relationship Manager.MGN Egypt - RBG - Mashreq Plus.Retail Banking Group-MEGPCOE

Job Purpose

• 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 Mashreq Plus eligibility for upgrading them to Certified F-F RMs.
• Minimize customer attrition & maintain customer contact.
• Enhance Mashreq Plus Balance sheet sales and promote the cross selling of bank product to existing potential customers.
• 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.
• Reach financial goals set for the role by the business as per annual and monthly financial targets, including x-sell and up-sell of products to customers, to existing and new to bank customers.

Key Result Areas

• Optimize the potential value of the client base through the delivery of MG Products and Services
• Communicate with HNW client and identify their financial needs
• Achieve Revenue Goals, sales and portfolio growth targets across a range of products and services
• Maximize profitability from the Mashreq Plus base whilst countering competition from other providers offering alternative investments / WM opportunities
• Acquire New to Bank HNW clients.
• Maintain a superior customer service experience for clients including preempting issues and proactive servicing.
• Safeguard the bank from potential loss / AML fraud / and ensure ethical behavior at all times during and after sales.
• Enhance market profile and awareness
• Minimize customer attrition
• Maintain proactive client contact.

Operating Environment, Framework and Boundaries, Working Relationships

• Operates in Mashreq Plus environment where the job holder interacts with customers through telephone, emails and face to face (when necessary).
• Operates within standard rules and guidelines set by bank and additional ones set by Mashreq Plus Product & Proposition and Governance & Controls.
• Frequently interacts with CCU, CPC, GSU, CAM and Governance to ensure smooth running of business.
• Interact with product managers / line managers to constantly provide feedback on competition and client response to product / services
• Ensure client expectations are constantly met

Problem Solving

• Ability to understand customer’s financial needs on a one on one basis
• Intricate understanding of products pertaining to HNW customers – both internal and external (competitors)
• Advanced Market knowledge of various investment vehicles / markets / economics
• Accurate projection of sales numbers
• Proactive action on customer feedback and needs
• Timely escalation of service issues

Decision Making Authority & Responsibility

• The job holder requires to possess to review customer relationship, bank policy and financial objectives to take decisions on charges reversal recommendations and maintenance & deviation recommendations.
• Pricing discretion for effective relationship Management
• Strong responsibility for Ethical selling to customers with complete disclosure about products and services

Knowledge, Skills and Experience

• University Graduate.
• Excellent communication and negotiation skills.
• Fluency in English is mandatory. Arabic language is an added advantage.
• At least, 2 years’ experience in a similar job with another bank / financial services.
• Strong sales knowledge & insurance/investments/ Financial Market Knowledge.
• Strong Interpersonal skills and cultural sensitivity
• Relationship Management & Networking skills.
• Extrovert & amiable personality
• Strong analytical and numerical skills.
• Ability to work under pressure and think on his / her feet.
• Dynamic, results-oriented approach to work.