
Mashreq
Lead – Digital Portfolio – NEOBiz (Business Banking)
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 02/12/2025
Job overview
Date posted
18/10/2025
Location
Dubai, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
02/12/2025
Job description
The Lead – Digital Portfolio – NEOBiz at Mashreq Bank is responsible for managing a portfolio of digitally acquired business banking relationships under the NEOBiz platform. Reporting to the Senior Manager, Digital Portfolio – NEOBiz, this role focuses on achieving both financial and non-financial objectives by serving the non-borrowing needs of business customers and deepening existing relationships through up-selling, cross-selling, and customer engagement. The incumbent will oversee high-value NEOBiz customers, ensuring high service quality, customer satisfaction, and adherence to compliance standards such as KYC, AML, and due diligence. This position involves relationship management, revenue growth, and portfolio quality assurance while identifying opportunities to expand the bank’s market share within the SME and business banking segments. Responsibilities include maintaining customer documentation, conducting regular account reviews, and monitoring account conduct to ensure operational soundness and compliance. The role also requires active collaboration with internal stakeholders such as branches, SME central teams, compliance, and governance units to deliver seamless financial solutions and ensure customer retention. The incumbent must maintain a strong awareness of financial products including FX, trade finance, insurance, and investment offerings while aligning activities with the bank’s operational and risk management frameworks. The position demands proactive problem-solving for client issues, first-point complaint resolution, and adherence to internal policies, while mentoring team members and coordinating with management for sales and performance reporting. The ideal candidate demonstrates strong product knowledge, customer service orientation, analytical capability, and communication skills in a fast-paced banking environment.
Required skills
Key responsibilities
- Manage a portfolio of high-value NEOBiz customers acquired through digital channels and ensure exceptional customer relationship management
- Achieve assigned financial targets including AED 5M liability growth and AED 1M FER revenue per month
- Enhance customer engagement through up-selling, deep-selling, and cross-selling of FX, trade, insurance, and investment products
- Ensure Mashreq Bank becomes the primary banking partner for each relationship within the assigned portfolio
- Conduct annual and periodic reviews to identify upgrade or downgrade opportunities within the customer base
- Monitor account conduct and address compliance issues promptly, including due diligence, KYC, and AML adherence
- Ensure complete and accurate customer documentation and compliance with regulatory and internal standards
- Identify and refer group relationships not holding Mashreq accounts to the digital onboarding team
- Collaborate with risk management, compliance, and governance units to maintain portfolio quality
- Resolve customer complaints efficiently through first-point resolution and root cause analysis
- Provide mentoring and on-the-job learning opportunities to SSO team members to promote professional growth
- Develop market awareness of FX, trade, insurance, and investment trends to optimize client engagement
- Prepare regular updates for team managers and area managers to ensure transparency in relationship management and sales control
- Identify opportunities for customer segmentation upgrades to NEOBiz Plus and tailor solutions accordingly
Experience & skills
- University graduate, preferably with a finance, banking, or mathematics specialization
- 3–4 years of experience in business banking as a Relationship Manager (RM) or Virtual Relationship Manager (VRM) in Dubai
- Strong understanding of business banking products including FX, trade, insurance, and investments
- Excellent oral and written communication skills with strong customer focus
- Proficiency in computer systems and digital banking tools
- Knowledge of KYC and AML compliance requirements and related regulatory frameworks
- Ability to resolve client complaints efficiently and manage on-the-spot problem-solving within defined limits
- Experience liaising with branches, compliance teams, and SME central teams to meet business objectives
- Strong planning and organizational skills with the ability to manage multiple customer relationships effectively
- Commitment to operational risk management and adherence to standard operating procedures (SOPs)