Virtual Relationship Manager (Outsource) | Dubai, UAE

Virtual Relationship Manager (Outsource)

Company: ADIB - Abu Dhabi Islamic Bank
Location: Dubai, United Arab Emirates

Job Description

Client Relationship Management and Customer Service:

1. Maintain regular communication with clients to enhance portfolio growth and satisfaction.
2. Address and resolve customer complaints effectively.
3. Use various methods (phone, email, meetings, visits) to maintain strong client communication.
4. Focus on serving all clients, especially the premium segment.
5. Develop tailored sales plans based on clients' financial needs and goals.
6. Educate clients on available products and services, highlighting benefits.
7. Conduct financial reviews to identify additional needs and cross-selling opportunities.
8. Follow up on leads promptly to convert them into sales.

Portfolio Growth and Financial Targets:

1. Manage the portfolio to achieve growth in liabilities, FX, fees, trade transactions, investments, and general financial targets.
2. Ensure portfolio growth compared to the previous year.
3. Identify cross-selling opportunities to increase revenue.
4. Increase the number of products per customer.
5. Implement strategies to maximize portfolio growth while mitigating risk.
6. Track and analyze sales performance metrics for improvement.
7. Use data analytics to identify high-potential clients and target them with personalized offers.
8. Organize and participate in sales events to generate leads.
9. Maintain a strong sales pipeline for new business opportunities.

Team Collaboration and Support:

1. Support the team across all areas.
2. Follow line manager instructions and complete assigned tasks.
3. Work in multiple locations as needed.
4. Use MIS/CRM software to manage client relationships and sales activities.
5. Monitor and analyze cross-selling performance for improvement.
6. Use customer feedback to refine cross-selling approaches and enhance satisfaction.

Portfolio Risk Monitoring:

1. Maintain awareness of risk parameters (AML, ADIB compliance, P&P, CB regulations).
2. Provide necessary inquiries and documents to the compliance department.
3. Identify and assess potential risks or suspicious activities.
4. Monitor customer transactions for risk or non-compliance patterns.
5. Implement risk mitigation strategies to protect the portfolio.

Specialist Skills / Technical Knowledge Required for this role:

Minimum Requirements for Virtual Relationship Manager:

1. Bachelor's degree in Finance, Business Administration, or a related field.
2. Minimum of 5 years of experience in banking or financial services.
3. Knowledge of anti-money laundering measures, compliance policies, and central bank regulations.
4. Excellent communication and interpersonal skills for effective client relationship management.
5. Ability to coordinate and ensure documentation compliance with organizational policies.
6. Proficient in handling customer complaints and providing excellent customer service.
7. Familiarity with risk monitoring, due diligence, and updating customer records in compliance with regulations.
8. Team player with the ability to collaborate effectively with internal teams and business partners.
9. Flexibility to work in multiple locations based on business needs.
10. Familiarity with ADIB policies and procedures is an advantage.

Adherence to line manager instructions and the ability to handle various tasks assigned by the manager or management.

Previous experience required (if any):

1. Minimum of 5 years of experience in banking or financial services.