Job Description

NeoBiz is UAE’s leading digital bank for SME clients. Launched in 2019, NeoBiz has become a major business vertical within Mashreq's Retail Banking Group, with over 100,000 SME clients and a very significant balance sheet and P&L. This role is responsible for the growth of the overall NeoBiz portfolio. This includes growth of deposits, revenues, cross-sell, client activation, and overall compliance and governance controls for the portfolio of NeoBiz clients. This a strategic leadership role, requiring ability to formulate portfolio management strategies and organization design, strong people management skills, market leading digital mindset, and an ability to work across functions to get the required results. The role will report to the Head of Business Banking and NeoBiz.

Key Result Areas:

• Strategic Leadership: Own the Portfolio Management strategy for NeoBiz. This will include coverage model design, digital coverage framework, digital contact strategies including application of AI, client cross-sell models, and staff location strategy
• Liability Book Growth: Devise strategies to activate New to Bank clients and maximize wallet share of existing NeoBiz clients. Design and launch client campaigns in collaboration with the product and digital teams to achieve these objectives
• Acquisition Optimization: Work closely with the NeoBiz Business Development team and the Digital Onboarding Squad, to shape the quality of customer acquisition and quality of the onboarding journey, by providing value-added feedback about client activation and growth
• Fee Revenue Growth: Maximize fee income by targeted cross-selling of FX, trade finance, insurance, and investment products to the entire portfolio. Bring equal focus to various parts of the portfolio: RM Managed high value clients, Virtual RM managed medium value-clients, as well as digitally managed mass clients. Launch innovative campaigns, especially digitally led ones.
• Digital Transformation: Partner with product and digital teams to constantly improve the daily banking experience of NeoBiz clients. Provide inputs on new product ideas, improvements in MashreqBiz platform, and in our value-added services, based on inputs gathered from NeoBiz portfolio of clients
• Portfolio Management – Develop appropriate metrics to track the NeoBiz portfolio, aligning them to the key objectives described. Develop appropriate portfolio dashboards as management tools for reviewing and growing the business.
• Performance Management: Oversee team KPIs and professional development, implementing effective retention programs and morale- boosting initiatives to ensure superior service delivery.
• Customer Service & Support – Work closely with CX team to ensure that NeoBiz portfolio receives the highest level of client service. Track service statistics closely and identify ways to eliminate root causes of frequent service issues. Handle service escalations.
• Compliance: Adherence to KYC/ AML and relevant product procedures. Manage & conclude all transactional related queries from governance teams in a timely manner. Ensure that customer records with the bank are updated (KYC), and compliance concerns are given highest priority and responded (AML, DTR and RFI alerts). Maintain audit preparedness at all times

Working Relationships:

• Direct responsibility for managing a team of High Value onshore RMs, Offshore VRMs, and a team of dedicated staff for resolving Compliance alerts and queries
• Work closely with Business Banking Product, Onboarding Squad, NeoBiz Business Development and Analytics Unit to support the growth of NeoBiz
• Work closely with CX, Compliance, Sanctions, Governance and KYC team to ensure an appropriately high controls environment and service quality
• Coordinate closely with HR teams in each location for staffing and training of the NeoBiz portfolio team

Authority and Responsibility

• Staffing, hiring and review decisions with a goal to hire the best in market develop internal talent for career growth and manage staffing in line with business revenue/expense ratios.
• Responsible for establishing SLAs and inter-department dependencies.
• To recommend changes related to layout and design based on actual customer experience or to facilitate the operations flow.
• Decisions on any matters related to improvement of customer satisfaction and revenue generation.
• Training requirement for team members and adjusting targets to suit the needs of the business.
• Responsible for all HR related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

Knowledge, Skills and Experience

• University graduate.
• Proven skill in digital-led management of SME clients
• Excellent people management skills and conflict management.
• Excellent knowledge of business banking products – FX, Trade, Insurance & investments
• Minimum 15 years of Business banking experience within which at least 10 years' experience should be in a Leadership role
• 2-3 years of experience of working within the Digital banking space
• Customers focus and service orientation.
• Motivational skills and positive attitude.
• Ability to think strategically and challenge existing systems and processes.
• Analytical and numeric skills.
• Problem resolution skills.