AVP, National Loan Retention First Abu Dhabi Bank FAB

Key Responsibilities

Core Responsibilities

• Develop Customer Loyalty in terms of portfolio volume, size of wallet, profitability and risk.
• Draft and manage the process of Islamic customer retention and produce and facilitate solutions to retain customers.
• Identify main stakeholders and business partners that are necessary for the business and agree on formalized business flow, business agreements and Service Level Agreements that service best the retention process and retention targets of the bank.
• Work with external and internal parties as and when needed for the purpose of facilitating the retention strategies.
• Monitor and ensure adherence to the department targets, code of Ethics and Escalation Matrix.
• Ensure that department records are well maintained, and data capturing reflects the accurate and realistic stand of business retention and attrition.
• Report and present to the management of the bank the achievement, business flow, reports, challenges and trends through proper official forums and channels.
• Work with the head of Lending Business on setting the department mission, objectives, processes, polices and overall retention strategies of the bank.
• Ensure that the department performance is consistent with the objectives set and agreed to by management.
• Understand the risk aspect associated with the retention process and introduce risk controls and risk management plan.
• Manage the retention team and facilitate all necessary to perform their tasks, work on staff development and career growth.
• Agree on the success measures with the Head of Lending Business.
• Identify root causes and trends and work with Head of Lending Business and other departments on introducing long term solutions.
• Promote retention culture across the bank and particular in customer facing channels.
• 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.