Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry. 

JOB PURPOSE:

The role holder is responsible for ensuring adequate controls are in place across all processes and evaluating existing activities to eliminate non-value-added ones.  Also, ensuring that the department deliverables meet stated business requirements & are delivered as per the required standard of quality and within the specified constraints of time & cost.

Job Context:

Core Responsibilities

• Ensure compliance to process, procedures, controls, policies and SLAs for all functions.
• Ensuring adequate controls and reporting are in place for all activities and comply with KRI & RCSA
• Identifying existing process gaps and raising requirements for enhancements and adherence to Audit.
• Improving the operational systems, processes and policies
• Collaborate with other channels, department, IT to develop best practices for improved productivity and efficiency across consumer banking operations
• Ensure required support with tracking and monitoring for timely closure of all IT issues, BRD reviews, and Project support to Business and Operations teams.
• Provide excellent customer experience in order to build and maintain strong relationship with customers
• Conduct regular meetings with staffs to discuss operational updates, ideas and issues
• Ensure customer complaints are handled and resolved accurately and quickly
• Develop and implement plans to improve operational effectiveness and efficiency
• Ensuring SOP & KPIs are up to date
• Approving transactions in Loan management systems, whenever applicable
• Doing reconciliation, whenever required
• Verifying regulatory reports including internal adherence to policies and procedures.
• Overseeing the day to day activities of the team
• Performance Management to ensure smooth functioning of the team
• Reviewing Vendor agreements and ensuring renewals are done as & when required
• Maintaining vendors relationship for operational processes
• Ensuring load balancing among staff
• Timely submission of monthly MIS / AOVR & ay internal reporting requirements
• Delegate tasks to members of the operations team within the delegation of authority matrix
• Handling escalations related to complaints / queries
• Timely escalation of exceptions / deviations to Unit Head prior to execution
• Provide support to all business units
• Ensure that operational activities are executed within allotted budget and timelines
• Conduct regular operational reviews and audits and undertake preventive maintenance
• Set operational goals to meet or exceed performance expectations
• Provide guidance to staff in resolving operational issues and problems
• Ensure resource assignment, work allocation, training development and performance assessments are completed in timely manner
• Mentor subordinates to develop to develop and improve motivation
• Ensure suitable back up / second line of work force is established.

Internal Collaboration

• Develops relationships and coordinates with other departments to meet customers’ expectations

Minimum Qualification

• Bachelor’s degree or related discipline.

Minimum Experience

7 years of experience in a bank with exposure Loan Operations and Customer Services, preferably in a multinational with at least 4 years in a similar position