First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

JOB PURPOSE:

• Responsible for monitoring third party processing Client Complaint, Request and Inquires through workflow/email
• Responsible for all KPIs & SLAs for third party processing Client Complaint, Request and Inquires handling
• Service touch point for internal and external client, IT co-ordination for Production support along with RCA and impact
• Responsible for competent service delivery, risk mitigation and resource productivity.
• Responsible to identify service and process enhancement opportunities for third party processing Client will be a key task under this role
• Responsible for RCA for complaints, request, and inquiries for third party processing Client
• End to End monitoring and tracking for third party processing Client projects, parameter change request
•  Develop and publish MIS /Dashboard to the management

Responsibilities

• To deliver a high quality comprehensive and consistent approach to dealing with complaints, request, and inquiries for third party processing Client
• To develop third party processing Client SLA
• To capture, investigate and respond to escalated complaints, request and inquiries and monitor progress against complaints.
• To proactively contribute to identifying continuous improvement initiatives, developing business intelligence to identify changes and solutions, which improve the resolution of complaints, request and inquiries for third party processing Client
• Collate third party processing Client satisfaction information to identify the success of our service provision and identify opportunities for service improvement.
• Oversee complaints root cause analysis including service requests and requests.
• To be an effective communicator and ensure all complaints, request and complaints are acknowledged in a timely manner and client are kept information throughout the complaint process.
• Manage the resolution of client complaints and production issues, Parameter change within given timescales in coordination with internal stakeholder / external vendor.
• Monitor and improve trends in complaints, request and inquiries volume and react immediately in case of any unusual
• Promote governance development within and ensure feedback to the Divisions
• Share periodically the findings and work with the respective stakeholders to fix the identified gaps/pain points
• Identify areas for improvement in the quality of complaints handling and work with respective stakeholders to address
• Lead the development and maintenance of systems for the management of complaints
• Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance
• Lead the development of specific delegated policies, procedures or guidelines relating to complaints, request and inquires  
• Monitor and Track production issue and ensure timely communication to the right stakeholder
• Obtain impact, Root cause Analysis and corrective action from IT /vendor for any production issue and avoid repeated issue
• Ensure Communication being sent to the client for any scheduled downtime, issue and project delivery
• Track third party processing Client projects plan and timely delivery along with cost approval and client billing
• Participating in stakeholders meeting, documenting and follow-up on action items
• Ensure that all functional reports are prepared timely and accurately and meet requirements, policies, and quality standards.
• Package and present progress, next steps, and challenges regarding initiatives to the management as and when required
• Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities  
• Support teams to implement the projects as (IT, Business, Ops, etc.)
• Ensures quality delivery by vendor as per the guidelines, in case of outsourced development & delivery areas
• Proactively identifies and provides solutions for any strategic delivery risks and issues
• Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing, and motivating team to maximise performance.
• Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements.
• Act as a role model and drive adherence to organisational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the organization.
• Lead a team and manage their work streams and work plans towards execution of target milestones

• University Graduate
• Card Operational work experience in handling customer Service
• Leadership and Team Management Skills
• Ability to develop strong professional relationships between Team and other units
• Expertise in Help Desk Tools, product management tools, automation and reporting tools
• Project management work experience in Operation
• 5+ years in areas covering, cards, customer service and transformation 
• 3+ Experience in Card Operation
• Minimum 1 year experience in project management
• Proven expertise on Team Management and Operational Expertise in Cards & Payments.
• Good Communication skills