Privilege Customer Relationship Officer

Job description / Role

Our client, a leading local banking institution, is looking for a Privilege Customer Relationship Officer for both Dubai and Abu Dhabi. You will be directly reporting to the Customer Relationship Manager

Job Purpose
- To service and manage up to 250 Privilege customers.
- 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

Target Achievement
- The job holder would be responsible for generating revenues/achieving sales units as stated in the annual objectives through the sales of consumer banking products and services.

Cross sell and Up sell
- Prospect new clients and bring in New to Bank customers

Portfolio AUM Increase
- Maximize on cross sell & up sell achievements, and increase number of products held per customer.
- Maximize his/her portfolio profitability and increase the delta AUMs.
- Introduce the customers to the banks Wealth management offering/ products & services

Customer Relationship Management
- The job holder is expected to make qualitative contributions in terms of rendering service to customers, to differentiate ourselves from the competition. Maintain and strengthen existing client relationships.

Prompt response to Customer Complaints
- 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 banks reputation.

Audit Findings and Reporting
- Ensure that all auditable process and procedures are followed and audit responses are addressed and responded to immediately

Key Results Areas

Sales Target Achievements
- Focus on prospecting new medium to high net worth individuals to increase the banks market share.

Portfolio and AUM Increase
- Maintain, serve and enhance the existing customer relationships and achieve targeted sales for cross sell and up sell.

Customer Relationship Management
- Ensure that satisfactory internal & external customer satisfaction levels are maintained.

Target Achievement
- Achieve volume and revenue goals via the combination of customer acquisition and relationship deepening through the execution of an effective sales process as per the set business plan.
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Main Tasks & Responsibilities
- BASIC DISCIPLINE
- Ensure adherence to Privilege code of conduct

Requirements

DAY TO DAY ACTIVITIES
- To develop and manage direct client relationships and be responsible for the day-to-day relationship management of client.
- Maintain and update the prescribed reporting as required.
- Ensure customer meetings in and outside the branch are scheduled as required.

TRAINING
- Ensure attendance for scheduled training programs
- Assist in training new Team members and take the new members on joint calls if required

Sales Target Achievements
- Manage the existing customer base and create opportunities for portfolio expansion and growth.
- Grow and expand the customer base either by customer referrals or by new to bank acquisition.
- Update and monitor sales activities, identify opportunities for business growth and pursue under guidance of the Customer Relationship Manager & Branch Manager
- Build, grow and maintain relationship with the individual customers allocated to develop the full potential of the client.
- Follow a daily established sales activity to meet and exceed assigned targets among all products & exploring new sales opportunities.
- Pro-actively participate in Bank products campaigns & promotions.
- To ensure specified targets viz. NTB/upgrade sourcing, cross sell, up sell, revenue and AUM growth targets are met.
- Ensure all cross sell opportunities are effectively leveraged, referred& closed

Internal/External Customer Satisfaction
- Consistently illustrate high levels of customer orientation and professionalism in day to day conduct.
- Ensure that all service levels and agreements are being met consistently without any fail.
- Establish and maintain strong professional relationships/connections by gaining customers trust (internal as well as external)
- Perform occasional duties assigned.

Learning & Development
- Educate self on existing procedures and guidelines.
- Participate in all training programmes and workshops nominated by line management.
- Excel in all bank wide contests & promotions.

COMPLIANCE & QUALITY
- Ensure compliance policies are understood and strictly implemented
- Ensure strict compliance on documentation provided by the customers.
- Bring in quality customers to the bank, which leads to quality references thus ensuring each case is profitable to the bank.
- 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

About the Company

We lead in the creation and delivery of innovative workforce solutions and services that enable our clients to win in the changing world of work.

ManpowerGroup powers the success of many of the world's most dynamic organizations. We deliver innovative workforce solutions that enhance competitiveness, increase efficiency and spur productivity. Combining global reach with local expertise - 3600 offices in over 80 countries - we know the changing world of work and bring a deep understanding of the companies we work for and the industries we service.

ManpowerGroup entered the Middle East in December 2007 after acquiring local company Clarendon Parker, thus bringing 15 years in-depth local knowledge combined with a global footprint and industry shaping expertise and thought leadership. Manpower Middle East supports clients in the Middle East and North Africa regions. Our business is aligned to key skill specializations to ensure our clients requirements are met by expert and knowledgeable consultants that understand your industry and role requirement.

Our consultants are experts in finding the right talent across all industries in a broad-range of occupations including:

• IT & Telecommunications
• Engineering & Construction, Oil & Gas
• Banking, Finance & Legal
• Sales & Business Development
• Marketing, Public Relations & Communications
• Human Resources & Training
• Customer & Support Services (Secretarial and Administrative)
• Operational, Supply Chain & Logistics
• Executive Recruitment
• Emiratization Solutions
• Recruitment Program Outsourcing Solutions
• Managed Service Provider Solutions
• Talent Based Outsourcing Solutions
• Outsourced Staffing Solutions