Job description

The Senior Manager – Digital Portfolio, NEOBiz in Mashreq Business Banking is responsible for successfully leading and growing the NEOBiz High Value segment through a team of Digital Portfolio Managers, assisting management in formulating business strategy for NEOBiz in close collaboration with proposition, finance and investment advisory, and providing effective leadership to Digital Portfolio Managers and service staff via coaching. Operating dimensions include a Digital Portfolio Manager Channel with Annual FER (AED) 100,000,000, Annual Liability Growth 300,000,000, and 9–10 staff. The role develops clear business plans and strategies for superior sales and service delivery and defines the desired customer experience to grow market share in the SME category using Mashreq Business Banking and digital channels, internal/external resources, and directly reporting team members; executes Business Banking strategies to build long-term relationships with the affluent segment to achieve sales targets; prepares and executes yearly budget plans including financial commitments, service standards and marketing activities; and develops and implements service standards and customer experience plans with stakeholders to increase awareness of Business Banking products and revenue per customer. The role generates business performance for management by combining Sales & Service metrics into actionable reports for service measurement and productivity improvements covering FX achievements, Trade achievements, Insurance & Investment achievements, NTB account openings, DTR/Compliance/AML query clearance, and KYC/CPRA remediation, and provides recommendations for product and process development based on customer feedback and analysis. Financial responsibilities include complete ownership of financial commitments for the assigned team, driving sales and plans to enhance Digital Portfolio Manager productivity and minimize budgets, and planning/monitoring sales activities via sales activity tracker productivity metrics and KPIs. People responsibilities include coaching, grooming and developing sales and service staff; managing recruitment (selection, training, certification, deployment); supporting delivery of key trainings including proposition and induction; proactively engaging in HR activities for the Business Banking segment (identifying/recommending talent); enforcing performance management culture and reward/recognition programs; and identifying critical team members and recommending career development and growth plans. Compliance responsibilities include establishing a culture of internal control and compliance in line with bank SOPs, external local regulations, ADM and AML guidelines; ensuring timely KYC updates; tracking daily EDMS exception reports on Digital Portfolio Manager clients raised by CAM or compliance and guiding timely clearance; tracking daily DTR/AML queries in CRM and ensuring timely clearance; performing call monitoring to ensure quality of sales and services and prevent mis-selling; and monitoring/controlling policy and process deviations to mitigate risk with immediate corrective actions (including daily report reviews). Client responsibilities include handling and resolving customer complaints, operations matters, and credit and marketing issues across cross functional lines within RBG and other groups to maintain and build a loyal customer base; conducting root cause analysis of complaints to improve NPS; and driving success of customer experiential micro-events within the area/centers. Service responsibilities include ensuring superior service delivery standards by monitoring key service performance indicators and interacting with distribution channels to acquire, drive referrals and ensure fulfillment of leads within approved TAT. The operating environment involves working closely with the Business Banking Area Manager, Proposition, Finance, Human Resources and other stakeholders on business strategy; interacting with service manager, CCU, product managers, third-party service providers, training manager and operations manager; developing expansion and distribution plans for market coverage and customer reach; and working on projects to improve customer convenience, simplify processes and reduce documentation while maintaining quality. Problem solving includes immediate judgmental decisions on service/operational issues (documentation quality, processes, deviations) and managing staff issues and cross-unit resolutions; decision-making authority covers staffing, hiring, reviews, SLAs, inter-department dependencies, layout/design changes to improve customer experience or operations flow, customer satisfaction and revenue generation decisions, training needs and target adjustments, and HR decisions (appraisals, confirmations, promotions, terminations).