Senior Virtual Relationship Officer - Business Aspire

Senior Virtual Relationship Officer- Business Aspire

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

The Retail Banking Group (RBG) supports retail and micro-business customers in managing their finances, through expert advice and the provision of a full suite of specialist products and services in conventional and Shari’ah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service. We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

We are actively seeking an ambitious professional to join our Retail Banking team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Virtual Relationship Management- Manage an assigned portfolio of Business Banking Aspire clients through structured virtual engagement in order to develop an in-depth understanding of each client’s business, financial position and service needs. Maintain regular contact plans, review account activity, respond to enquiries and ensure all interactions and actions are accurately recorded in approved systems to support client satisfaction, retention and portfolio performance
• Client Acquisition and Portfolio Growth- Identify and progress new client opportunities through virtual and digital channels by qualifying prospects, understanding requirements and supporting end-to-end onboarding in line with approved processes. Review existing client relationships to identify cross-sell opportunities and recommend suitable products and services in order to support revenue growth, balances and fee income while maintaining portfolio quality
• Needs Analysis and Solution Advisory- Conduct structured needs analysis using client information, account behavior and discussions to identify appropriate banking solutions. Recommend products and services across deposits, lending and transactional offerings, clearly explaining features, requirements and implications, and engage product specialists where required to ensure solutions are suitable, compliant and aligned to client circumstances
• Credit and Risk Management- Monitor client activity and portfolio performance to identify early warning indicators and changes in risk profile. Prepare and submit credit applications, renewals and reviews supported by accurate information and analysis, and work closely with credit, risk and compliance teams to ensure adherence to risk appetite, AML, KYC and regulatory requirements
• Digital Onboarding and Channel Adoption- Promote and support the use of approved digital banking channels (e.g. online banking, mobile apps, virtual banking platforms) by guiding clients through onboarding steps and self-service options relevant to their needs. Assist clients in completing digital journeys to improve efficiency and reduce reliance on manual servicing while ensuring all requests are authenticated and processed through authorized systems
• Compliance and Audit- Ensure full compliance with all applicable regulatory requirements, internal policies, procedures and controls by adhering to approved processes, maintaining accurate documentation and supporting audit and assurance activities. Identify and escalate potential compliance issues, cooperate with Compliance and Audit teams during reviews, and implement agreed actions in order to mitigate risk and uphold ADCB’s governance standards
• Policies, Processes, Systems and Procedures- Adhere to all relevant organizational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders
• Self-Management- Manage self in line with the Bank’s people management policies, procedures, processes and practices to ensure adherence and to maximize own contribution to business performance
• Customer Service- Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions

The ideal candidate should have the following experience

• At least 4 years of relationship management experience with a preferred emphasis on business banking and client relationship management
• Bachelor’s Degree in Business, Finance, Accounting, Economics or a related discipline, Certified Financial Planner, Chartered Financial Analyst equivalent
• Business Banking Products and Services
• Relationship and Portfolio Management, Virtual and Digital Client Servicing Models
• Client Needs Analysis, Solution Advisory, Sales, Cross-Selling, Revenue Generation, Credit Fundamentals and Risk Awareness
• AML, KYC, Regulatory Compliance, Audit Awareness and Control Adherence
• Digital Onboarding, Channel Adoption, CRM Systems, Banking Platforms, Data Analysis, Reporting and Portfolio Monitoring
• Stakeholder Management, Collaboration, Customer Service Excellence and Service Recovery
• Communication, Influencing and Relationship Building
• Problem Solving, Decision Making and Prioritization

What we offer:

• Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.