Job Purpose
- Effectively hire, lead, manage, train and retain a team of Direct Sales Associates towards achieving financial and non-financial targets assigned on Bancassurance.
- Ensuring adequate compliance to guidelines and procedures set by the bank and the 3rd party sourcing vendor.
- Manage internal and external customer expectations in line with ADCB overall Vision & Mission.
- Handle customer complaints pertaining to other departments and co-ordinate with the relevant people to ensure as a bank, we commit to serve the customer promptly and professionally
Main Tasks & Responsibilities
Leadership & People Management
- Lead, Motivate and build a dynamic team of highly skilled Direct Sales Associates who would source Bancassurance Products for Simplylife
- Build Team awareness of Bank knowledge, Banks services, Bank’s products and Bancassurance
- Promote ADCB Vision & Mission in daily job conduct.
- Communicate goals and objectives amongst team and ensure proper task distribution.
- Provide overall guidance and assistance to Team.
- Conduct monthly performance evaluation and identify areas and developments and training requirements.
- Provide Training on the products and also on the job training which includes periodic refreshers to the team and provide continuous feedback on an individual’s and team’s progress and performance
- Ensure that the agents carry the approved literature in adequate numbers which is approved by the marketing and Legal and Compliance Team
- Encourage, recognize and reward high performers
Sales Target Achievements
- Ensure that Team members are fully aware of all products provided as Bancassurance, well skilled and developed and are updated on all changes and amendments on product features, procedures and processes.
- Distribute realistic Sales targets among staff and provide support and guidance to achieve them also plan promotional activities to build the brand of simplylife and source business for the same
- Ensure that referrals and potential sales leads are followed up and closed on a regular basis
- Ensure appropriate training for the existing sales force on the bancassurance product.
- Track all the leads provided by the existing DSA, CATS and Branch staff and ensure recording and closure of the same
- Tracking and monitoring of daily sales activities of Team and recording the same in the set reporting standard and format
- Conduct weekly review meeting with the sales team to ensure there is no gap in planned v/s actual numbers set out for the week
- Discuss best practices followed during the week by any particular DSA that would have a positive impact on business
Internal & External Customer Satisfaction
- Act as a role model in illustrating high levels of customer orientation and professionalism
- Educate staff on superior service recovery and assist in resolving internal / external customer issues
- Ensure that all service levels and agreements are being met consistently without any fail.
- Establish and maintain strong professional relationships/connections internally and externally
- Continuously monitor & assess the efficiency of team performance in regards to internal / external customer expectation, service levels, waiting time, service turn around, information exchange and documentation
- Maintain standard level of survey results (NPS and VOC Scores)
- Enforce right segmentation to match customer profile
- Ensure adherence to deadlines and reporting
- Perform occasional duties assigned
Audit & Compliance
- Build general compliance and AML awareness amongst Team
- Ensure that Banks policies, procedures and guidelines are consistently & strictly followed
- Review and take action on points and recommendations highlighted in Audit reports and Reworks Report
- Ensure all security item registers are properly maintained
- Responsible generally for compliance ,anti-money laundering policies & procedures to include ensuring compliance with current customer KYC requirements and, identifying & prompt raising of suspicious transactions to the AMLCU
- Ensure clean and healthy sourcing without resorting fraudulent practices that are non-compliant
- Ensure that the claw back of the policies post the sale / delivery are at reasonable limits as laid down by the bank - BA / Higher Diploma in Banking or financial related
- A minimum of 4-5 years in a Banking and Insurance industry with exposure to supervisory responsibilities.
Special Skills / Attributes required for the Job
- Strong Leadership & Team Building skills
- Strong Selling & Negotiation Skills
- Strong Time Management & Organizational Skills
- Logical Analytical Thinking & Problem Resolution Skills 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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