About the role
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About the business area
The Retail Banking Group (RBG) supports retail and micro-business customers in managing their finances through expert advice and a full suite of specialist products and services in conventional and Shari’ah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service. We are actively seeking an ambitious professional to join our Retail Banking team to work alongside passionate colleagues who share your ambition to redefine excellence in banking.
Key Responsibilities:
- Financial Target Delivery: Deliver individual mortgage sales, volume, and revenue targets associated with a higher‑value and higher‑throughput portfolio by originating, progressing, and executing complex mortgage transactions across multiple sourcing channels. Maintain full ownership of outcomes and pipeline performance, actively driving conversion and portfolio quality to support the Bank’s asset growth and profitability objectives while operating within approved risk appetite, governance requirements, and delegated authorities.
- Mortgage Business Origination: Source and qualify complex and high‑value mortgage opportunities by leveraging internal stakeholder networks, external referral partners, and market insight to identify eligible customers. Progress enquiries into executable mortgage cases and sustain a pipeline characterized by higher average ticket sizes, consistent inflows, and predictable conversion aligned to business objectives and portfolio priorities.
- Relationship Management: Manage relationships with customers and key referral counterparties throughout the mortgage transaction lifecycle by acting as the primary coordination and execution point. Maintain structured and proactive communication, manage expectations, and address execution issues to support informed decision‑making and achieve successful completion of complex and high‑value mortgage transactions.
- End‑to‑End Mortgage Lifecycle Coordination: Execute mortgage cases end‑to‑end from initial engagement through completion by coordinating customer inputs, internal processing steps, and third‑party requirements. Maintain oversight across approvals, documentation, disbursement, and completion stages to ensure timely progression in accordance with policies, controls, service standards, and agreed customer outcomes, particularly for complex and higher‑value cases.
- Pipeline Governance and Performance Management: Manage and govern a broader and more complex mortgage portfolio by prioritizing opportunities, maintaining accurate system records, and monitoring progress against agreed objectives. Identify and escalate risks, constraints, or execution issues impacting conversion to support forecasting accuracy, performance oversight, and consistent delivery of financial outcomes aligned to business expectations.
- Policies, Processes, Systems, and Procedures: Adhere to all relevant organizational and departmental policies, processes, standard operating procedures, and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.
- Self-Management: Manage self in line with the Bank’s people management policies, procedures, practices, and procedures to ensure adherence and maximize own contribution to business performance.
- Customer Service: Demonstrate our promise and apply the service standards to deliver the required levels of service in all internal and external customer interactions.
Ideal Candidate Experience:
- At least 5 years of Relationship Management experience in Banking or Financial Services with demonstrated responsibility for complex mortgage transactions, higher‑value portfolios, and sustained delivery against demanding financial targets.
- Bachelor’s Degree in Business Administration, Finance, Economics, or related discipline.
- Accredited Financial Analyst, Certified Investment Professional, Certificate in Quantitative Finance, Chartered Financial Analyst, Certified International Investment Analyst.
- Master Financial Risk Manager (FRM), ICA Specialist or Certificate in Conduct Risk.
- Mortgage Products and Complex Mortgage Execution, High‑Value Mortgage Origination and Delivery.
- Relationship Management, Sales Capability, Referral Sourcing, and Pipeline Management.
- Credit Documentation, Application Coordination, Stakeholder Management across Business and Operations.
- Regulatory and Compliance Awareness, Financial Target, and Performance Management.
- Commercial Awareness and Market Insight.
- Communication and Influencing, Negotiation Skills, Planning, Prioritization, and Attention to Detail.
What we offer:
- Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
- Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
- Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training, and professional development programs.
We are dedicated to creating a respectful, caring, and disciplined work environment that aligns with your career ambitions.
