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.