Head of Prestige Banking / VIP and High Net worth individuals
Barwa Bank
Total years of experience :9 years, 8 Months
• Lead the Prestige Proposition and deliver projects/programs which contribute to the achievement of Retail banking
• Initiate strategic business development strategies. ultimately responsible for the profitability and Productivity of Prestige Centers
• Manage the growth of Prestige portfolio and drive sales activity across the Prestige Centers in all branches.
• Accountable for implementing Prestige strategy ownership of Prestige objectives and accountability for profitability supporting increased sales, retention and expansion of client relationships across Qatar.
• Ensure the Prestige proposition is supported by products and is aligned to Group strategy
• Develop and implement business plans.
• Review and identify ways to improve Barwa Bank product proposition and service delivery.
• Ensure proper and adequate staffing is maintained through the year to deliver best service
• Monitor performance against plan, identify gaps and take corrective action and strategy change to optimize efficiency of the segment
• Foster a culture of customer journey design and adoption in the development of customer solutions and product offerings aligned to customer need within the proposition
• Ensure product and service offerings and customer contact strategies are optimized to support Prestige Proposition objectives
• Maintain strong and current understanding of market conditions and key competitors to remain ahead of the competition
• Oversee identification of opportunities to acquire and grow customer relationships and increase their profitability through improved targeting, best-in-class product/services, motivated sales force, and appropriate channel strategies
•Plan, lead and manage the branch with a view to achieving and exceeding branch Operating Plan targets.
•Creating lasting value through people development and enhancing financial value for the bank.
•Improve the standards of customer driven behavior and developing robust sales and service culture through customer contact management to achieve cross sales, operating efficiencies and a balanced approach to risk management.
• Lead, coach, develop and motivate manpower resources of the branch to achieve Retail banking strategic and operating objectives
•Enhancing quality of customer service and ensuring that the bank is the natural bank of choice.
• Ensure the integration of the Financial Planning Services in the branch team in order to add value to personal banking customer proposition
• Maintain regular contacts with High Net worth customers in order to attract additional business for the bank.
•Maintain and enhance the operational standards and Internal control efficiency of the branch
•Responsible for the branch Balance Sheet and for achieving the yearly ROP targets
•Successfully managed in establishing a new branch which produced high sales achievements throughout two years of operations.
•Successfully managed the branch footfall and operations along with sales activities.
•Managed to maintain a strong team with highest productivity despite of staff shortages and lack of customers base.
•Leading 5 subordinates : 3 Relationship managers and 2 Relationship assistants)
•Managing ongoing credit relationships for a portfolio of high net worth customers providing investment, credit, and capital market products and services.
•Assessing client relationships to identify opportunities to cross sell other bank products and services and acting as a consultant to client contacts.
•Implementing action plans to broaden existing client relationships and generating revenue through referrals to other lines of business including mortgage, trust, treasury services, insurance, planning and brokerage
•To manage a portfolio of Premier clients (Premier is the highest service proposition offered globally to HSBC high network segment of customers).
•To promote lasting profitable relationships with both existing high net worth customers and proactively seek out.
•To develop new income generating relationships.
•To ensure that a very high level of service is provided to the Premier customer base and enhance the sales culture through cross selling and referral activities
•Ensuring operational standards are maintained.
•To conduct on the job training as appropriate to increase skills of the relationship team.
•To help maintain the integrity of the Premier section in Qatar.
•Credit arrangements and improved cash flow.
•Resolving certain critical customer complaints within the agreed time frame of the organization to ensure a satisfied customer base
•Researching potential markets, developing client referral sources, and initiating
contact with prospects to promote and sell the bank’s products and services.
•Conducting customer interviews along with a qualified financial advisor, incorporating feedback and drafting the Financial Review
charge to enhance the sales and service in the department with the
Global re-launch for Premier.
• Provide an efficient, professional and quality service to high net worth individuals.
• Ensure that the initial portfolio of existing customers is maintained and increased.
• Answer queries, provide information and guide customers through various banking procedures.
• Providing a unique and convenient banking experience that respects the customers’ lifestyle
• Market HSBC products and services and Channel Islands’ off-shore accounts and Universal Investment Plan.
• Attract new high net worth customers.
• Assist management in all tasks and complete all the assigned projects on time.
• In charge of providing Wealth Management services for customers as I am accredited as Wealth management advisor.
• Receive in-bound calls from Premier customers while maintaining established standards for number of calls, pick-up time, duration of call and quality of call.
• Continuous learning to keep up-to-date with changes and developments to products, services, and procedures.
• Maintain a professional, friendly work environment by encourage team spirit and mutual co-operation.
• Maintain excellent communication links with branches and other departments’ staff and work in full co-operation with all of them to provide the highest level of customer service.
• Actively participate in providing ideas to improve products, procedures and work environment using proper available channels.
• Participate in Outbound calling and other projects and activities when required.
• Handling Global Premier Service & Global View all over the world.
• Managing the Floor from time to time, assist the new joiners & provide them with the needful training