Virtual Relationship Manager (Mashreq Bank Pakistan) Lahore

Job Purpose:

The Virtual Relationship Manager (VRM) serves as a critical digital bridge between the bank and its clients, delivering a seamless, technology-driven banking experience. This role is responsible for driving proactive client engagement, managing smooth onboarding and post-onboarding journeys, and ensuring that customers receive tailored financial solutions aligned with their needs. The VRM Lead will be accountable for performance outcomes, client satisfaction, and revenue growth, while strictly adhering to compliance standards. Through a customer-centric and digital-first approach, the VRM will foster strong, long-term relationships and enhance the overall Neo banking experience.

Key Result Area:

VRM is 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.

Responsibilities:

These responsibilities ensure that the VRM 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 VRM has the discretion to escalate cases based on specific onboarding requirements, ensuring compliance with internal policies and regulatory guidelines. • The VRM 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 VRM scope or authority, they are responsible for promptly escalating the matter to the appropriate internal teams or management for further resolution. • The VRM 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. • VRM 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 VRM 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. Classification: Internal Use • The VRM is responsible for developing customized communication strategies and follow-up schedules to maintain client relationships, ensuring client needs are consistently met. • The VRM will be responsible for ensuring that all client interactions, transactions, and recommendations adhere to the bank’s policies, procedures, and regulatory requirements. • The VRM 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 VRM will be responsible for developing high-quality Virtual Relationship Manager resources to build and sustain a high-performing team. • The VRM will be responsible for ensuring that he/she 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.