Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

JOB PURPOSE:

To oversee and lead the Client Services for CIB clientele which manage and grow our existing client accounts by devising client strategy, developing client relationships and delivering client objectives.

Operationalise and execute the activities at CCS :-

a.      Supervise and monitor the transactions in the workflow system until successful execution

b.      Coordinate with Relationship team and Clients for resolving any technical and financial referrals

c.       Teach the staff and create sufficient back-up

d.      Compliance of transaction to SOPs and SLA/TAT

KEY ACCOUNTABILITIES:

• Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
• Provide on-the-job training and constructive feedback to assigned team members to support their overall development. 
• Promote the FAB’s values and ethics in all activities within the team in order to support the establishment of a value driven culture within the bank.
• Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service. 
• Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction
• Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies and quality standards.  
• Ensure efficient error free processing of transactions with strict compliance to policies and within the agreed SLAs.
• Minimise operations risks for the Bank by ensuring that all transactions that are processed comply fully with underlying customer or internal instructions.
• Ensuring conformance to internal procedures / policies / guidelines and local and international norms and regulations as applicable
• Undertaking all daily-processing activities related to a particular product or sub function in CCS
• Coordinate with other departments by providing appropriate delivery and support functions
• Providing periodical reports and management information for effective decision making
• Must be able to maintain a culture of discipline and open communication within the team
• Pursue opportunities for enhancing operational efficiencies, customer service and operational controls by identifying process improvements
• Support in enhancing and modifying the existing procedures, systems, analyse and resolve non-routine operational problems often requiring research and involvement of other functional experts

Job Context

Specific Accountability

• The key objective of the AVP  of CCS would be to monitor day to day team performance as a liaison between clients and other internal departments of the bank, specifically Relationship team.
• AVP CCS would manage the team to enhance the client experience by assuring service quality and providing the CIB Relationship team  with operational and administrative support.
• AVP CCS would also provide advisory service to educate the direct reports and developing their skills           
• To target zero complaints, minimum 95 pct adherence to TAT standards as agreed with business.
• To achieve more than 90% satisfaction score in the internal customer survey.                                   
• To target Nil unauthorised breaches in Policy/regulatory requirements and SOPs.
• To obtain  minimum of ‘Satisfactory’ rating in all audits - INA/RMU/OCS/Self-assessment.
• To target Nil breaches in housekeeping (reconciliations, tracers, DCFCL etc.).
• To continuously review client and competitive landscapes in the region and recommend best practices and creative approaches for enhancing customer experience

AVP CCS will manage CIB clients which includes

1. Act as first escalation point to client service requests and manage to provide appropriate service either directly or by interacting with other Internal Departments or branches.
2. Attend to complex transactional client issues and grievances and resolve and provide solution.
3. Monitor the team performance to mitigate the factors that resulted in the client complaint/ grievance
4. Support the business in any remediation projects
5. Monitor Service Level Agreements with clients in order to manage client expectations.
6. Review the SLAs at agreed frequency to ensure smooth operations and scheduled delivery of services.
7. Assure timely and effective communications to be maintained with clients and internal stakeholders.
8. Accountable for all custodian items and spot-check reports as per bank policies and procedures
9. Propose any areas of improvement guarding the risk factors attached to them.
10. To monitor the team to assure back hand support to Operations teams on:-

-      Trade products

-      E channels related issues

-      Client Correspondence

-      Exception handling

11.   Review transactional referrals and ensure deviation/clarifications are addressed by customer and/or adequate approval is in place as per the delegation authority prior to sending transaction for processing.

12.   Sign-off on trade related documents and bank letters in accordance with the delegation authority.

AVP CCS will specifically manage

·        Customer Complaints Monitoring for the entire CIB and ensure that they are resolved by the CCS team within the agreed SLA.  To analyse with the stakeholders for the root cause and ensure non-repetition

·        MIS and analytics for the CCS

·        To manage and assist in enhancing Customer Experience Centre from CCS transactional experience

·        To manage the Calls and call backs efficiently with Managers from CCS

Minimum Qualification

• University Degree in Commerce or Banking.

Minimum Experience

• Minimum 5 years’ experience in a Bank with an exposure to Banking Operations
• Knowledge of general Banking principles.
• Good working knowledge of Back-office operating procedures.
• Excellent communication skills both in written / spoken at all levels.
• Analytical, Self-motivated, energetic, flexible, dynamic, problem-solver, ready to work in a challenging environment.
• Must be able to work independently and in a cooperative team environment.
• Ability to work in a fast paced environment where attention to detail, accuracy and efficiency are of high importance