• Leading a team of RMs to provide portfolio of HNW clients with personalized service to develop close relationships, achieve maximum profitable contribution for the client and the bank and retain their loyalty. • Enhance Emirati Sales/revenue and promote cross selling of bank products to all existing clients. • Source new business from HNW Emirati individuals through referrals, marketing activities and personal contacts. • Understand customer needs, identify financial and non-financial requirements by conducting financial need analysis.
3 Dimensions Operating expense Budget
Quarterly Targets per Band FER (AED) 600 K CASA Balance Growth 105 Mil Net New Money (Liabilities) 245 MIl
4 Key Result Areas • Optimize the potential value of the client base through the delivery of Emirati Products and Services. • Communicate with HNW client and identify their financial needs. • Maximize profitability from the Emirati base whilst countering competition from other providers offering alternative investments/WM opportunities. • Acquire new to bank HNW clients. • Achieve revenue goals, Sales and portfolio growth targets across a range of products and services (Investment, Term Deposits, CASA balances, Mortgages, Bancassurance, Secured Overdraft, Margin trading, Securities, etc.) • The revenue and portfolio goals will be higher for Senior Wealth Managers compared to other Roles. • Deliver on NTB target by acquiring new to bank customers • Maintain a superior customer service experience for clients including pre-empting issues and proactive servicing. • Safeguard the bank from potential loss/AML fraud/and always ensure ethical behavior during and after sales. • Enhance market profile and awareness. • Minimize customer attrition. • Maintain proactive client contact. • Use systems effectively for customer contact management, Sales and service activity. • Maintain high ethical standards required from the role as per Mashreq code of conduct and Emirati Gold Code of conduct. Have full knowledge of the AML policies of Mashreq.
• Ensure delivery of customer promise and practice brand values. • Ensure clients are aware of all financial services offered by the bank. • Mentoring the new hires, and management trainees in terms of in-ground customer management to help make them more productive within their probation tenor. • Active involvement in organizing of client events as part of the value addition and ensuring clients attend as well as benefit from these events.
• 5 • Operating Environment, Framework and Boundaries, Working Relationships • Interact with product managers/Investment Advisory/line managers to constantly provide feedback on competition and client response to products/services. • Coordinate activities with other departments to maximize conversions from referral process. • Ensure client expectations are constantly met. • Supporting the team on operational areas like ICCS, MER, and maintain the process controls as mandated to achieve satisfactory audit rating. • Support the team members for special FX rates to be provided for larger transactions by customers within team.
6 Problem Solving
• Ability to understand customer’s financial needs on a one-on-one basis. • Intricate understanding of products pertaining to HNW customers – both internal and external(competitors) • Advanced market knowledge of various investment vehicles/markets/economies • Accurate projection of sales numbers • Proactive action on customer feedback and needs. • Timely escalation of service issues
7 Decision Making Authority & Responsibility • Pricing discretion for effective relationship management. • Strong responsibility for Ethical selling to customers with complete disclosure about products and services. • Have the skill set to provide back up support to the Area Manager/Team Leader in their absence
8 Knowledge, Skills and Experience • University Graduate, preferably an MBA (or equivalent) • CISI certified – level 3 • Strong selling & investments/financial market knowledge • Strong interpersonal skills and cultural sensitivity • Team player with ability to coach juniors/new hires and self-drive for corporate growth. • Relationship management Networking skills • Extrovert/Amiable personality • Minimum of 7-8 years’ experience in a similar job with a bank/financial services in the UAE • Excellent communication and negotiable skills
Disclaimer: Mashreq will never ask for your bank related information via phone call, SMS or email. We will also never contact you from a mobile number to resolve your query.
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