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.
- Prospect new clients and bring in New to Bank customers
- 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.
- 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.
- Ensure that all auditable process and procedures are followed and audit responses are addressed and responded to immediately-
Sales Target Achievements
- Focus on prospecting new medium to high net worth individuals to increase the banks market share.
- Maintain, serve and enhance the existing customer relationships and achieve targeted sales for cross sell and up sell.
- Ensure that satisfactory internal & external customer satisfaction levels are maintained.
- 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.
Main Tasks & Responsibilities
- Ensure adherence to Privilege code of conduct
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 - A Bachelors degree
- Preferably MBA or related course from a reputable university.
- Adept in MS Office.
Work Experience
- A minimum of 3 to 5 years experience in sales & service in a financial institution
- A proven sales & service track record is essential
Special Skills / Attributes required for the Job
- Selling & Negotiation Skills
- Interpersonal & Communication Skills
- Good written and spoken English are required.
- Written and spoken Arabic is desirable
- Flexible in outdoor sales visits/attending after-hours official gatherings
- Aggressive, go getter with good communication and negotiation Skills
- Excellent, networking skills and Interpersonal & Communication Skills
- Preliminary knowledge of global and regional financial markets
- Ability to manage sales plans with capabilities in structuring transactions to meet the clients requirements and being able to maximize relationships profitability
- Team player with high diversified skills
- Strong service delivery customer focus, & result oriented Founded in 1985, ADCB employs more than 4,000 staff from 62 nationalities, serving over 600,000 retail customers, and approximately 50,000 corporate and SME clients. The bank operates in 48 branches, 4 pay offices, 2 branches in India, 1 branch in Jersey and a representative office in London. By the end of March 2015, the total assets of ADCB amounted to AED 207 billion.
ADCB is a full-service commercial bank that offers a wide range of products and services including retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate, currency derivatives, Islamic products, project finance and property management services.
ADCB is 58.08% owned by Abu Dhabi Investment Council, the investment arm of the Government of Abu Dhabi. The banks shares are traded on the Abu Dhabi Securities Exchange. By the end of March 2015, excluding treasury shares, ADCBs market capitalization was AED 34 bn
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