Relationship Manager
Rak Bank
Total years of experience :15 years, 9 Months
managing a portfolio of Ultra and HNI of AUM > 150 M USD to deliver the financial target from Mutual FUNDS, islamic fixed income and equities
Managing and servicing client's portfolio of 250 privileged customer with AUM 100 M USD
To service and manage up to 250 Privilege customers
To develop and manage direct client relationships and be responsible for the day-to-day relationship management of client.
To focus on portfolio enhancement, cross sell & up sell of multiple products, as well as focus on acquisition of new to bank privilege customers, and contribute to the bottom line profitability of the bank.
To service customer enquiries and deliver excellent service through communication & team work
Ensure that all customer complaints are addressed and responded to in a timely fashion, and also ensure that any service failure is remedied immediately to avoid any threat to the bank’s reputation.
Ensure that all auditable process and procedures are followed and audit responses are addressed and responded to immediately
Ensure that satisfactory internal & external customer satisfaction levels are maintained.
Ensure customer meetings in and outside the branch are scheduled as required
Ensure clean and healthy sourcing without resorting to quick-fix measures and fraudulent practices that may affect performance of the portfolio.
Deliver superior service to match and exceed customer expectations to achieve ‘customer delight’
Managing the branch portfolio by selling the banks asset and liability products.
Servicing walk-in customers at the branch and handling after sales issues.
Coordinating with the Service Controller and providing regular feedback on areas of improvement.
Regular interaction with various departments of the bank thus ensuring diligent follow-up of customer complaints and resolution.
Liaising with the contact centre and internet banking division and preparing regular reports on services provided at branch level.
Checking the branch collaterals and quality of account opening forms thus ensuring complete customer satisfaction.
Assisting in internal audits of the branch thus ensuring due diligence of the banks Standard Operating Procedures.
Reviewing the 40k and above report of the branch on daily basis.
Follow up branch service indicators and review of monthly service indicators report
Handling the compliance and money laundry inquiries
Handle delegated authorities relating to all branch operational functionalities
Handle all internal service issue by reinforcing the service oriented behavior across branch staff
Contribute towards achieving customer satisfaction target while role modeling superior standards to branch staff.
Keep the branch merchandising / communication materials avaliable & up to date
Reduce rejects ratio in CASA, loans & cards applications.