
Mashreq
Lead – Digital Portfolio (NEOBiz Business Banking)
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 18/01/2026
Job overview
Date posted
04/12/2025
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Job description
The role manages an existing portfolio of NEOBiz customer relationships acquired digitally and is responsible for achieving financial and non-financial objectives by meeting all non-borrowing needs of customers across target segments including borrowers, transactors and depositors. It focuses on relationship management of high-value NEOBiz customers, ensuring seamless takeover of newly acquired high balance or high revenue relationships from the VRM team through defined onboarding procedures. The mandate includes identifying customer needs, profiling opportunities, and cross-selling/up-selling the full suite of business banking products. The role ensures portfolio quality and soundness through KYC reviews, ongoing due diligence, monitoring for compliance, and adherence to anti-money laundering procedures. It carries monthly operating dimensions of AED 5M liability growth and AED 1M FER revenue, and oversees a team of nine staff. Key responsibilities cover improving share of wallet, cross-selling banking products, conducting annual and periodic portfolio reviews, ensuring satisfactory account conduct, maintaining documentation and client visit controls, identifying group relationships without Mashreq accounts for referral to digital onboarding, liaising with internal and external advisors on agreements, developing SSO learning curves, and coordinating with business units, Risk, SME teams, compliance and governance units. The role requires updating senior management regularly, managing upgrades and downgrades into Neobiz Plus, resolving SME banking complaints, handling first-point resolutions, conducting root cause analysis, managing reversals of charges per ADM, and exercising limited decision-making authority on on-the-spot customer resolutions including account maintenance, cheque book issuance, deviation recommendations and FX rate provision. The operating environment involves interacting with customers via telephone, email, and face to face, operating under bank rules, priority banking guidelines, and SOP requirements, with awareness of FX markets, insurance, investments, global financial markets, trade and working capital products.
Required skills
Key responsibilities
- Manage a portfolio of existing NEOBiz relationships acquired digitally and achieve assigned financial and non-financial objectives
- Meet all non-borrowing needs of customers across borrowers, transactors and depositors
- Actively manage high-value NEOBiz customers with a focus on relationship management, up-selling, deep-selling and cross-selling banking products
- Take over new digitally acquired relationships with high balance or revenue potential through defined onboarding procedures
- Identify opportunities through customer needs assessment and profiling
- Ensure quality and soundness of the NEOBiz high-value portfolio including KYC reviews, due diligence monitoring and AML procedures
- Improve share of wallet and aim to become primary bank for assigned relationships
- Enhance portfolio revenue by cross-selling the complete range of banking products
- Assume full ownership of customer relationship management for the assigned portfolio
- Provide superior customer service
- Conduct annual and periodic reviews, recommending customer upgrades or downgrades
- Follow up on assigned relationships to ensure satisfactory account conduct and early compliance issue resolution
- Maintain control over documentation, client visits, call reports and informal market feedback
- Ensure acceptable portfolio quality
- Identify group relationships without Mashreq accounts and refer them to the digital onboarding team
- Liaise with internal and external advisors to ensure agreement accuracy
- Develop on-the-job learning curves for SSO team members to prepare them for higher responsibilities
- Coordinate with business units, Risk Management and governance units to achieve objectives
- Achieve assigned financial and non-financial targets
- Adhere to compliance and regulatory policies relating to KYC, AML and other requirements
- Update team manager and area manager regularly for improved sales controls and relationship management
Experience & skills
- Hold a university degree (preferably including finance, banking or mathematics)
- Possess excellent knowledge of business banking products including FX, trade, insurance and investments
- Have a minimum of 3–4 years of experience in business banking as RM or VRM in Dubai
- Demonstrate excellent oral and written communication skills
- Exhibit strong customer focus
- Be computer literate
- Show knowledge of FX markets, insurance, investments, global financial markets, trade and working capital offerings
- Demonstrate ability to adhere to SOP and deliver quality service to a micro-portfolio
- Show competency in adaptability and innovation at Level 3, commitment to results at Level 4, communication skills at Level 4, influence and negotiation at Level 3, and planning and organizing at Level 3