First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We\'re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you\'ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger - together.
The job holder is responsible for effectively managing and leading Retention Team in aim to reduce customer attrition rate. The job holder is responsible for preparing and analysing the reports, retention deck to understand customer attrition trends, monitor team performance etc.
Core Responsibilities:
Lead a team to ensure the team target is achieved
Ensure that the team achieves the approved customer attrition rate
Motivate the team to promote FAB products through cross-selling
Motivate and coach the team daily to increase and maintain their performance
Review non-active accounts list to create an engagement campaign plan
Prepare activation and retention dashboard report as requested by the management
Analyse attrition rate and take necessary changes accordingly
Draft and review SOPs related to Retention
Prepare team incentive structure
Ensure that the team is maintaining the visibility of the FAB brand image while communicating with customers
Adherence to company\'s product, credit and compliance policies as verified by Risk and Compliance Team
Adhere to the Standard Operating Procedures, Policies and Code of Conduct of the bank, ensure that team members do the same and initiate appropriate disciplinary action for any violations noted.
People Management Responsibilities:
Defines goals and key performance indicators for each member of the team and ensure effective implementation of the FAB performance management process
Develops talent within the team by providing guidance and coaching to achieve the defined goals
Drive human capital agenda and processes to ensure overall retention, productivity, development and engagement.
Qualifications
Good Product knowledge
Proficiency in MS Office
Excellent communication skills
Good understanding of banking industry trends in the local market
Good market awareness of product range and pricing
Good analytical skills
4 years of experience in banking or similar experience.