Relationship Manager – Business Banking

Job Purpose :

To manage and grow portfolio of Business Finance relationships, while ensuring adherence to Banks policies, ethics and code of conduct.

Accountabilities:

Policy & Process – Admin and Day to Day operations

• Carry out all tasks ensuring all activities are completed within timescales and with a high degree of accuracy, whilst providing excellent customer service to both external and internal customers and adhering to all appropriate process and procedures.

• Achieve budgeted sales and service targets within acceptable risk standards.

• Identify, market and book new business (asset and liability with focus on commission income) while developing and increasing the share of wallet of existing business relationships.

• Comply with the Staff Code of Conduct at all times to ensure a positive image of the Bank is presented to all customers both internal and external.

• Ensure that the business is booked as per laid down procedures and guidelines and due diligence is carried out with respect to money laundering and other regulatory requirements.

Process Improvement

• Identify and initiate improvements to work, customer service, quality, work processes and organizational matters in order to contribute to business efficiency goals.

Customer Services & Quality

• Provide specialist information, guidance and advise to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.

Relationship Management:

• Manage a designated portfolio of customer relationships in order to identify and address customer needs, ensuring that the overall service provided is in line with customer expectations and the terms of the service offer.

Sales Development:

• Prepare customer/sales plans to ensure each relationship is managed according to customer’s needs and potential, regularly reviewing the customer portfolio to assess future needs and ongoing fee/income potential.

Personal Development:

• Identify and act on ways to improve own knowledge and skills, and as a consequence improve the knowledge and skills level of the department.

Team Working

• Provide advice, guidance and support to new or less experienced team members to speed induction or generally raise team effectiveness.

Business:

• Maintain awareness of the department's Business Continuity Plan and undertake appropriate training to ensure correct action is taken in the event of an incident or disruption.

• Perform any other duties or tasks as required or instructed by the line manager to support the efficiency and output of the department.

Knowledge, Skill & Experience

Education level required:

• Higher Diploma (UAE National)

• University Degree or Equivalent (Expat)

• Banking Diploma / AIB, Sales and marketing degree/diploma preferable

Experience:

• Minimum 3 years’ experience in SME, branch banking, operational and relationship management or customer service preferably in HNWI relationship management.

Specialist Skills required for the Job :

• Oral Communication; Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon. Explains the reasoning being what is being said to ensure understanding and acceptance.

• Negotiation : Has the ability to communicate and influence others to arrive at a mutually agreeable solution or position

• Sales : Has the ability to persuade others to accept products, services or ideas in order to satisfy a specific need

• Product and Services knowledge: A good knowledge of the relevant products and services in own areas of responsibility, including interpretation of and application of best practices, and able to immediately recognise a range of options when matching these to business/customer needs. When required will have a good knowledge of products and services available through other specialist providers and when to refer elsewhere to ensure customer needs are met.

• Self/Work Organisation: Plans, co-ordinates and controls the work and resources of self/teams under their control. Maintains an awareness of team workloads not directly under their control and demonstrates flexibility in making most effective use of resources to achieve overall business objectives.