Our client, a leading Financial Services company is seeking for a Relationship Manager. You will be reporting directly to the Manager - Relationship Management This position will be based in Bahrain Position Summary • To successfully manage and grow the relationship with a portfolio of High Value customers by handling all Travel, Card and Lifestyle • To complete travel and lifestyle reservations at the point of contact where possible, accurately and efficiently • To provide outstanding relationship management to the satisfaction of all customers and to a higher level than that of our competitors • To contribute to revenue optimization by proactively identifying opportunities to enhance customer engagement with the service and to develop brand loyalty Principal Accountabilities • Develops and manages a close relationship with a portfolio of High Value customers by fulfilling requests for all aspects (card, travel and lifestyle) of the service accurately and efficiently, aiming to complete transactions at the point of contact where appropriate. Completes service requests and provides customer relevant advice and expertise on products or services, travel destinations and lifestyle requests. Effectively uses a variety of communication methods (telephone, fax, e-mail, SMS) to maintain relationship with customer based on customer preference and availability • Contributes to revenue optimization by proactively contacting customers within the portfolio to ensure engagement and seeking opportunities to enhance the relationship through targeted travel and lifestyle recommendations which anticipate the customer’s requirements. Ensures that customer profiles are accurate and maintained in support of the proactive servicing philosophy. Measured through SOW, SOTW. • Actively promotes the importance and value of our preferred supplier programmes and works to enhance customer awareness of the product value and benefit proposition. Supports execution of the organizational vision by providing insight into the customer experience and expectation to ensure ongoing relevance of the product and service. • Appropriately leverages internal expertise for complex or bespoke enquiries with the card, lifestyle and travel teams whilst overseeing this activity to ensure completion to the satisfaction of the customer. Continues to own the customer enquiry and acts as the key interface for the customer to deliver a seamless service interaction throughout. • Proactively undertakes self development and training to enhance skills which ensure achievement of both personal and business goals. Maintains an awareness of customer trends and industry developments in the Premium Travel and Lifestyle arena and actively engages with the Lifestyle and Destination Expertise programmes. • Makes recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency. Flags complex and/or high exposure issues for resolution to team leader and makes recommendations for future supplier opportunities based on customer insight and demand. • Operates within all organizational compliance principles and ensures customer awareness of appropriate compliance and security requirements relating to the destination and confirms the issuing details and booking conditions for each reservation. Critical Challenges • Provide optimal travel & lifestyle solutions to a portfolio of High Value premium customers whilst driving requests to preferred suppliers • Provide a friendly, efficient service that engages customer with the service & optimizes revenue opportunities by proactively anticipating customer requirements & building brand loyalty • Effectively prioritizing workloads whilst maintaining a professional attitude to customers; approaching complex situations with flexibility & researching and resolving complex enquiries without recourse to higher authority
Job Details
| Date Posted: | 2015-03-15 |
| Job Location: | Bahrain |
| Job Role: | Accounting/Banking/Finance |
| Company Industry: | Banking |
Preferred Candidate
| Career Level: | Mid Career |
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