Senior Virtual Relationship Officer (Mashreq Bank of Pakistan)

Job Purpose:

The Senior Virtual Relationship Manager (SVRM) Team Lead will manage a team of RMs, serving as the key digital bridge between the bank and its SME clients. The role involves driving proactive client engagement, overseeing seamless onboarding and post-onboarding support, and ensuring tailored financial solutions. The Team Lead will be accountable for his own and the team’s performance, client satisfaction, and revenue growth, while ensuring compliance and fostering a customer-centric, tech-driven digital banking experience.

Key Result Areas

SVRMs are pivotal in driving customer-centric growth and loyalty through regular client interactions, below provided are the key focus areas for the VRM’s

• Lead Management & Drop-off Handling (New Acquisition)
• Managing NSTP Scenarios
• Assisted client onboarding
• Client Servicing & Complaints Handling
• Cross-Sell (within 3 Months on Books)
• Portfolio Management

Operating Environment, Framework and Boundaries, Working Relationships

SVRM will primarily operate within phygital environment, interacting with clients and colleagues through various digital communication channels, such as email, phone, video calls, and the bank’s digital platforms (Digital client interaction tools, Avaya, Physical meetings etc.).

• This role demands a client-focused, fast-paced work environment with the ability to manage multiple client interactions simultaneously while maintaining a high level of professionalism and service quality.
• SVRMs are expected to leverage advanced banking technology, CRM tools, and data analytics to provide tailored solutions and maintain customer relationships.
• The SVRM operates within the Group & Local regulatory framework, adhering to legal, industry, and Mashreq group policies, ensuring all recommendations, interactions, and financial advice are compliant with regulatory frameworks.
• SVRMs must adhere to protocols when dealing with customer complaints, product exceptions, or any issues outside their decision-making authority.
• Close interaction with business, operations, CXCG, Governance, Compliance, digital and technology teams to address client issues, technical difficulties, or service disruptions.
• Frequent collaboration with the product development team to provide feedback from clients to enhance offers, based on customer needs.
• Establish and maintain relationships with individual and business clients, understanding their needs, addressing concerns, and offering suitable banking solutions.
• Interaction with Eco-system partners to ensure clients have access to integrated solutions.

Problem Solving

Provide best in class service standard to NeoBiz customers.

• Respond to customer query/escalated complaint within 24 hours.

• Achieve mystery shopping results of a minimum 90%.

• Ensure 100% of customers in the portfolio are aware that you are the RM.

Decision Making Authority & Responsibility

These responsibilities ensure that the SVRM maintains a high level of professionalism, ensures client satisfaction, and contributes to the organization’s goals while adhering to local and group guidelines and regulatory frameworks.

• Client Needs Assessment and Recommendations
• The SVRM has the discretion to escalate cases based on specific onboarding requirements, ensuring compliance with internal policies and regulatory guidelines.
• The SVRM has the authority to resolve client issues related to services, products, or transactions within the scope of their role. This includes troubleshooting and providing solutions or alternatives.
• If the issue exceeds the SVRM’s scope or authority, they are responsible for promptly escalating the matter to the appropriate internal teams or management for further resolution.
• The SVRM is empowered to identify and recommend additional products or services based on client profiles, current product holdings, and engagement levels. They may initiate cross-sell and up-sell opportunities to enhance the client's portfolio and increase revenue.
• SVRM will be responsible for ensuring that the products and services recommended are relevant, compliant with regulations, and in line with the client’s financial objectives.
• The SVRM will have the authority to engage proactively with clients to foster long-term relationships, enhance satisfaction, and ensure continued engagement with the bank’s services.
• The SVRM is responsible for developing customized communication strategies and follow-up schedules to maintain client relationships, ensuring client needs are consistently met.
• The SVRM will be responsible for ensuring that all client interactions, transactions, and recommendations adhere to the bank’s policies, procedures, and regulatory requirements.
• The SVRM will have the authority to identify potential risks and escalate concerns related to the concerned Line Manager, Compliance, FP&I etc.
• They will also have decision-making authority over the allocation of time and resources to client accounts based on priority and opportunity.
• The SVRM (Team Lead) will be responsible for developing high-quality Virtual Relationship Manager resources to build and sustain a high-performing team.
• The SVRM (Team Lead) will be responsible for ensuring that the team achieves its assigned business targets and key performance indicators (KPIs), including acquisition, revenue growth, client engagement, and retention goals, while ensuring that all activities are conducted in full compliance with the bank’s internal policies, Group standards, regulatory requirements.

Knowledge, Skills and Experience

Strong sales knowledge & market trends/investments/ Financial Market Knowledge.

• Strong Interpersonal skills and cultural sensitivity

• Relationship Management & Networking skills. Extrovert/Amiable personality

• At least 5-7 years’ experience in a similar job.

• Self-Motivated and positive attitude.

• Analytical and numeric skills.

• Problem resolution skills.

• Ability to work under pressure and think on his/her feet. Dynamic, result-oriented approach to work.