VP- Service Manager - Mortgage Brokerage Channel

Company Description

Looking to join the #1 bank in the UAE and one of the most prestigious in the region? We're looking for professionals who are driven, skilled, and ready to take on new challenges. Together, we can achieve our goals, making a lasting impact on both our company and the industry as a whole.

Join us and leave your mark on the industry. Let's work together to achieve great things and unlock new possibilities for our employees, customers, and communities.

Job Description

Strategy:

• Develop and implement business strategies aimed at prudently growing the market share of the Mortgage business across all mortgage products of FAB.
• Control attrition in line with the overall strategic direction of the bank.
• Build and sustain a long-term business profitability model by driving sales volumes through continuous product innovation and sustaining attractive product value-proposition, while controlling risk within acceptable levels through prudent lending policies and procedures.
• Lead key business projects aimed at facilitating the achievement of overall strategic objectives.

Invoice Processing:

• Ensure timely and accurate processing of invoices in alignment with internal controls and financial policies.

Policy Management:

• Maintain and update Standard Operating Procedures (SOPs) and the Mortgage Broker Channel Policy to reflect current practices and regulatory requirements.
• Review credit parameters and policies, provide feedback to management, suggest and initiate change as and when required to ensure products are competitive, and inline with changing market trends.
• Proactive reviews of policies, processes, and procedures in anticipation of changing market conditions to seize market opportunities and manage risk exposure within acceptable market standards.
• Manage Mortgage products pricing policies and sustain balance between profitability and competitiveness.

Risk & Compliance Leadership:

• Lead the execution of RCSA (Risk and Control Self-Assessment), KRI (Key Risk Indicators), and BCP (Business Continuity Planning) activities for the team.

MIS Reporting:

• Prepare and deliver daily, weekly, and monthly Management Information System (MIS) reports for Credit, CAD, Brokers, and senior management, including pipeline analysis.

Stakeholder Coordination:

• Follow up with Credit and CAD teams to ensure smooth processing and resolution of pending items.

Broker Management:

• Oversee broker empanelment processes, ensuring compliance and timely onboarding.
• Manage renewal of Broker Agreements and Statements of Work (SOW).
• Handle agreement amendments, including changes to commission structures and other contractual terms.

External Relationships:

• Maintain healthy relationships with developers, dealers, employers, brokers, valuers, Property Management companies and insurers to ensure continued mutual benefit.
• Build relationships with market information resources such as research firms, and peers in other banks. Effectively utilize the information in continuously managing the business strategy.

Product Management:

Existing Products

• Management and enhancement of existing products aimed at optimization of value proposition, product attractiveness, and maximization of profitability.
• Timely calibration of product parameters to sustain competitiveness, maintain acceptable risk levels, minimize costs, and improve overall profitability.
• Reviews, amendments and additions to product features and benefits to meet customer dynamic needs and sustain product competitiveness and attractiveness.
• Optimization of service quality standards and maintain customer satisfaction levels above industry standards.
• Build brand equity through strategic marketing campaigns.
• Competition benchmarking and highlight significant market changes. Propose amendments where necessary to ensure continued competitiveness and profitability.
• Ensure product knowledge is maintained at optimal levels by all front-lines including Branches, Sales Teams, Call Center, Priority Banking, Credit, Operations, and third-party providers.

New Products

• Development of new and innovative products to cater to varying customer segments, and to create new markets targeting opportunities.
• Drive for change and continuous product improvement, through identification and seizing of opportunities to target new segments and markets.
• Planning product strategies in line with overall business and bank’s direction, and within the available resources and capabilities.
• Thorough knowledge and understanding of the market dynamics, and competitors.
• Remain abreast with latest industry trends and global product innovations.
• Thorough planning and development of product programs, effective coordination across departments and leadership of task forces to facilitate timely implementation of product

Campaigns/Promotions/Special Packages

• Development of creative seasonal campaigns, promotions, and special packages to maintain share of voice, brand awareness, and boost business volumes.
• Build product equity, steer targeting strategies, and facilitate customer loyalty.
• Maximize cross-sell and up-sell opportunities through varying incentive programs

The role requires a proactive approach to managing documentation, coordinating with internal and external stakeholders, and ensuring compliance with operational standards. The candidate will be expected to lead risk assessments, maintain policy documentation, and support decision-making through structured reporting and analysis

• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
• Authorized to take decisions as per the approved authorization matrix.

Qualifications

• A Master’s degree in business or equivalent.
• Minimum of 15 years of banking experience (of which minimum 10 years in Product Management)
• Excellent project management skills.
• Excellent strategic development skills,
• Must have excellent communication skills – written and verbal.
• Good knowledge of banking operations, policies and procedures.
• Must be able to develop and execute research program, marketing & communications promotional programs.
• Has got to be a team player with proven interpersonal and strong leadership skills