Senior Associate - Relationship Management.BB NeoBiz

Job Purpose

• As the Senior Associate – Relationship Management, you will support NEO BIZ Acquisition Channel in maintaining and nurturing both existing and prospect Business Introducer Relationships with personalized and standardized service and also manage the overall service and operational quality across the BI channel.

• This includes managing end-to-end business introducer onboarding, handling day-to-day relationships & partner queries, tracking productivity & quality of referral business and ensuring compliance with governance standards. The role is critical to manage overall channel service, operational quality, supporting acquisition growth through efficient processes and accurate reporting.

Key Results Areas

Relationship Management

• Manage end-to-end onboarding of Business Introducers, including documentation checks and compliance validation.
• Ensure introducer activities align with Mashreq’s compliance standards including KYC, AML, and onboarding protocols.
• Meeting the service standards and turnaround time’s outline with SLA
• Act as the first point of contact for channel queries related to referral status and product details.

• Provide timely resolution of service issues by coordinating with internal teams.

• Run regular engagement touchpoints—training, feedback, and prepare performance reviews for Business introducers.

• Governance and Audit:
• Support acquisition channel with KYC to have updated BI information.
• Assist with effective implementation of all audit recommendations and procedures as advised by Senior Management.
• Refer all matters of non-routine nature to appropriate superiors.
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• Collaboration & Enablement
• Work closely with internal stakeholders, onboarding, and compliance teams to streamline introducer-led processes.
• Support engagement initiatives for referral partners (training sessions, product updates, communication campaigns).
• Provide introducers with digital tools, marketing assets, and real-time support to enhance their effectivenessAdministration & Reporting

• Ensure SLAs are met with Business Intelligence, Governance, Finance and Operations.
• Share periodic performance statements and resolve discrepancies promptly with the BI channel.
• Monitor channel performance metrics including lead conversion, onboarding timelines, and customer quality.
• Monitor dashboards on partner performance, onboarding status, and payout timelines.Operating Environment, Framework and Boundaries, Working Relationships

• You’ll operate in a fast-moving, digital-first SME banking space, working within Mashreq’s compliance and governance framework to ensure secure, seamless onboarding through partner-led channels.

• You’ll collaborate cross-functionally with product, onboarding, and compliance teams, while managing external relationships with CSPs, consultants, and SME enablers to drive acquisition and channel growth.

• Ensure any communication/emails received from all the BI channel members are addressed on timely basis.

• Keep the work area clean and tidy.

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Knowledge, Skills and Experience

• 2-3 years in channel support, partner management, or banking operations.

• Strong understanding of relationship management and compliance frameworks.

• Experience with CRM platforms, reporting tools, and digital onboarding systems.

Excellent communication, stakeholder management, and analytical skills.