Associate Relationship Manager- Private Banking Front Office

Job Purpose Supporting the RMs and EAM coverage desk with onboarding process of Clients, documentation, KYC, agreements and ongoing maintenance with complete ownership Drive cross-selling of Mashreq Private Banking in-house strategies, deposits, bespoke account solutions, asset products to generate incremental AUM and liabilities. Manage low end of client base with RM end to end for relationship enhancement Supporting the portfolio of Mashreq Private Banking clients with personalized and standardized service. Support Acquisition Managers in Mashreq International corridors by coordinating with relevant RMs in those markets to identify and generate new business opportunities Supporting the RMs and EAM desk with outbound calling exercise in promoting (non-investment related) campaigns to existing private banking clients through client calls. Providing superior customer service promptly & effectively within acceptable TATs & without compromising on controls. Adherence to Private Banking policies/ procedures & SOPs / ADMs / Governance KPIs Act as a backup of RMs and be in touch with all Partners / EAMs time to time. Work closely and effectively with other internal customers / stakeholders. Relationship Management Support Handle low value clients for relationship management and act as a backup RM Support RMs to free up their time & be the first face to the customer for inquires & all service-related activities via any channel. Assist the RMs to conduct proper KYC in order to fulfil the compliance requirement on KYC; ensure client documentation are updated on a timely basis. Support RMs in regular liaison with group compliance for discussions pertaining to any escalations; customer onboarding, items pertaining to AML/ KYC/DTRs/RFIs etc. Work on projects as required to enhance overall client experience and Partners/EAM experience, include. data availability to Partners/EAMs, maintaining proper data in systems Customer Service Responsible for servicing all banking needs (such as account opening/ account maintenance/ complaints handling/call backs /dormant/ cheque book / investment/insurance etc.) Generate account statements, Investment portfolios to assist customers on analysis of health of their portfolios. Ensure timely & accurate pre-processing checks for all customer requests & ensuring all transactions have been accurately executed & update of the daily trackers within the unit by adhering to the unit’s SOPs, meeting service standards & turnaround time’s outlined in SLA. Risk management and Governance Ensure error free checking to avoid any financial losses to the bank Actively participate and contribute to reduce rejects & referrals on all transactions by accurately performing the preprocessing checks as laid out in the SOPs. Ensure adherence to the KYC checklists & ensure no pending KYCs at your end. Administration & Reporting Ensure all exception reports / outstanding expired client documents are regularized within the approved deadlines. Ensure the inhouse daily trackers at a unit level are updated daily and accurate. Provide regular feedback to LM on improving current processes / service-related issues Ensure effective handling of customer complaints/inquiries. Drive CRM and Face App usage & ensure all customer interactions (complaints, service request excluding EDMS, inquiries, campaign calling etc.) are accurately recorded in CRM. Governance and Audit Liaising with operations for operational issues/ working with RMs/ Governance in rectifying all audit objections and queries. Effective implementation of all audit recommendations and procedures as advised by Senior Management Refer all matters of non-routine nature to appropriate superiors Operating Environment, Framework and Boundaries, Working Relationships To ensure that a consistently high level of customers service is maintained thus contributing positively to the image of the Bank. Ensure mails received from both external and internal customers are handled on a timely basis. Ensure all filing cabinets / drawers / customer documents are stored & locked at the end of day and all obsolete files / registers are regularly sent for archiving. Keep the work area clean and tidy. Problem Solving Raising & escalating issues in real time to the LM with suitable resolution solutions. Ensure all exception reports/ outstanding expired client documents are regularised within the approved deadlines. Decision Making Authority & Responsibility Recommend process changes to improve TATs to deliver exceptional customer experience Take ownership of customer complaints and handle it till final resolution. Take responsibility for closure of all exception reports Ensure quality levels and quality of work done for our customers Knowledge, Skills and Experience Shall be a graduate with experience in banking / service industry/pleasant personality Must

Must be a graduate with experience in banking / service industry/pleasant personality

Support RMs and EAM coverage desk with onboarding process of Clients, documentation, KYC, agreements and ongoing maintenance with complete ownership; Drive cross-selling of Mashreq Private Banking in-house strategies, deposits, bespoke account solutions, asset products to generate incremental AUM and liabilities; Manage low end of client base with RM end to end for relationship enhancement; Supporting the portfolio of Mashreq Private Banking clients with personalized and standardized service; Support Acquisition Managers in Mashreq International corridors by coordinating with relevant RMs in those markets to identify and generate new business opportunities; Supporting the RMs and EAM desk with outbound calling exercise in promoting campaigns to existing private banking clients; Providing superior customer service promptly within acceptable TATs and without compromising on controls; Adherence to Private Banking policies/procedures; Act as backup RM; Work with internal customers/stakeholders; Relationship Management Support for low value clients; Assist RMs with KYC and compliance; Liaison with group compliance for escalations; Work on projects to enhance client experience and data availability; Customer Service for banking needs; Generate account statements and investment portfolios for customers; Ensure pre-processing checks and accurate transactions; Update daily trackers; Risk management and governance to avoid financial losses; Ensure adherence to KYC checklists; Administration & Reporting of exception reports and trackers; Provide feedback to LM; Drive CRM and Face App usage; Accurate recording of customer interactions in CRM; Governance and Audit liaison; Implement audit recommendations; Operate within defined boundaries and maintain high level of customer service; Problem solving and escalation; Decision making to improve TATs; Own and resolve customer complaints; Closure of exception reports.