Job Description

MashreqBank

JOB DESCRIPTION

1Job Title: Relationship ManagerDepartment: Liaison Office, FI IBG, Bangladesh Direct Supervisor: Deputy Country, Representative, Bangladesh Liaison OfficeJob Number: 2Job Purpose

Responsible to generate business from respective Accounts
Generating Profit for the Bank
Setting as well as Achieving Targets
To maintain & develop ‘Relationship’ with customers
Generating New Customers
Marketing & sales.
Strengthening relationship with clients (bankers & local applicants).
Increase daily business in terms of P/I, R/A, LC advising & collecting large ticket transactions.
Customer service and query handling.
KYC Update.
Develop and maintain strong, long-term relationships with senior management of correspondent banks, financial institutions, regulators, and other key stakeholders.
Identify and capitalize on new business opportunities while strengthening existing relationships to drive sustainable revenue growth and increase Mashreq's wallet share.
Contribute to the overall organizational goals and objectives by balancing business growth with sound risk management, regulatory compliance, and operational effectiveness.

3Dimensions

Identify customers’ needs and expectations by analyzing customer requirements, market information, transaction flows, and business trends, while maintaining close and regular contact with key stakeholders, decision-makers, and senior management to strengthen relationships, generate business, obtain feedback, and enhance service quality.
Identify new business opportunities for Mashreq and align them with the Bank’s capabilities, risk appetite, product offerings, policies, and strategic objectives.
Develop and maintain strong relationships with senior management of Bangladeshi banks, financial institutions, regulators, and other key stakeholders to strengthen Mashreq’s franchise and market positioning.
Negotiate with customers on pricing, limits, transaction structures, and other commercial terms to close profitable and sustainable business deals for the organization, within approved guidelines.
Identify opportunities to increase Mashreq’s wallet share through correspondent banking, trade finance, payment business, treasury, cash management, and other relevant products and services.
Ensure satisfactory customer service within the respective team by proactively addressing customer requirements, complaints, operational challenges, and service-related issues.
Cross selling the existing customers by feeding new products
Opening new account
Supervision of Sales & Marketing Team

4Key Result Areas

Ensuring Achievement of Monthly target
Coordinating with operation Team to handle all investigations and clients’ queries and successful closure of all issues
Monitoring Daily MIS report Prepared by Operation Team
Conducting training and development program to the Operation, Marketing and Sales Team
Continuously update the senior management on market developments, regulatory changes, economic conditions, business opportunities, competitive activities, and potential threats/risks affecting Mashreq’s Bangladesh franchise.
Monitor market and competitor trends and ensure appropriate pricing in accordance with Mashreq’s approved pricing guidelines, risk appetite, and profitability requirements.
Ensure that customer KYC, periodic reviews, RMA, onboarding, and other compliance requirements are completed comprehensively and within the stipulated timelines in coordination with relevant internal teams.
Coordinate closely with Mashreq Head Office and overseas branches/offices, including relevant Credit, Compliance, Operations, Product, Treasury, and other support functions, to facilitate customer transactions and resolve issues.
Support the Bangladesh team in developing and expanding TCM (Trade & Cash Management) products and business opportunities in Bangladesh in line with customer requirements and Mashreq's capabilities.
Working as a key player for the success of the team

5 Operating Environment, Framework and Boundaries, Working Relationships

Operates in a highly competitive financial services and correspondent banking environment with a strong presence of international and global banks.
The role requires strong leadership, people management, stakeholder management, negotiation, and coordination skills to maintain a productive working environment and effectively coordinate with Sales & Marketing and other internal/external stakeholders.
The position requires comprehensive knowledge of the Bangladesh banking and financial sector, local economy, regulatory environment, correspondent banking market, customer requirements, and changing local and international market conditions.
Maintains strong and professional business relationships with customers, including senior management, decision-makers, regulators, and other key stakeholders.
Works closely with Mashreq’s DCR, Head Office, regional teams, overseas branches, product teams, Credit, Compliance, Operations, Treasury, Finance, and other support functions to achieve business and organizational objectives.
Operates within Mashreq’s approved policies, procedures, risk appetite, compliance framework, regulatory requirements, and delegated authority.
Represents and protects Mashreq’s brand, reputation, and business interests in all customers, regulatory, and stakeholder engagements.
Requires regular coordination across different time zones and Mashreq locations to facilitate seamless execution of cross-border transactions and customer requirements.
The job requires Leadership to maintain good working environment and coordinating with Sales & Marketing team. Utilizing customer feedback through sales & marketing team for the betterment of the customer service & Brand development as well

6 Problem Solving

Handle and resolve business, customer, operational, compliance, and service-related queries to ensure smooth and uninterrupted business operations.
Identify root causes of customer and operational issues and coordinate with relevant internal stakeholders to develop timely and effective solutions.
Coordinate with Applicant, Beneficiary, Beneficiary Bank, Correspondent Banks, and Mashreq network/overseas branches, where required, to resolve transaction-related issues.
Resolve operational and service issues involving local customers and the Mashreq network by coordinating with relevant Operations, Product, Technology, Compliance, and other support teams.
Resolve customer issues related to payments, trade finance, correspondent banking, account servicing, limits, documentation, KYC, RMA, and transaction processing in coordination with relevant stakeholders.
Escalate critical business, operational, compliance, or customer issues to the relevant senior management with appropriate recommendations and proposed solutions.
Balance customer requirements with Mashreq’s risk appetite, regulatory obligations, compliance requirements, profitability objectives, and internal policies when making business decisions.
Anticipate potential business and operational challenges and take proactive measures to minimize disruption and protect customer relationships.

7 Decision Making Authority & Responsibility

Allocate and monitor team targets and responsibilities based on individual capabilities, productivity, and business requirements.
Make appropriate decisions on customer engagement, business development, and service delivery to strengthen relationships and support revenue growth.
Ensure timely resolution of customer queries and coordinate with relevant internal teams to maintain a high level of customer service.
Ensure timely completion and review of KYC, periodic reviews, Call Reports, and other required relationship management reports for respective banks.
Ensure business activities remain within Mashreq’s regulatory, compliance, risk, governance, and internal policy requirements, with timely escalation of significant issues to the relevant senior management.

8 Knowledge, Skills and Experience

University Graduate, Preferably MBA/ Business discipline
Should have at least 8-10 years banking experience, preferably in Corporate Sales, Trade operations or FI Sales
Knowledge in trade and international payment processing
Should be a team player, must be dedicated and must have ability to cope with changes and new developments
Basic computer knowledge is must
Should be fluent in English