Job Purpose:

• Monitor & assist in completion of all police & Legal request as per SOP providing operational services and support.
• Receive fraud related enquires and investigate the case with required details like FAB card (Debit/Credit /prepaid card transaction) Account related transaction/ Pay it Wallet transaction, CC TV footage request by coordinating with internal FAB fraud departments and stakeholders.
• Back-office support to all UAE branches and departments for Accounts openings & account Maintenance related activities for Retail, ELITE & GPB (ISL & Conventional) segment

Key Accountabilities:

Policies, Systems, Processes & Procedures

• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
• Demonstrate compliance to organization’s values and ethics at all times to support the establishment of a value drive culture within the bank.

Continuous Improvement

• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies and quality standards.

Job Context:

SERVICE

• Carry out the functions with full integrity to ensure that all requests received are attended promptly, efficiently, and there is no breach of service agreements.
• Ensure that set up date SLAs are in place with all our stakeholders and ensure that agreed services level are met.
• Monitor and priorities all the police and legal request received for account or amount blocking and unblocking / Issuance & Cancellation of MC / Court Letter / STO- Create/Cancel etc.
• Escalate in accordance with AMO guidelines any arears of services delivery not met.
• Manage and handle the unit efficiently without compromising the bank policy and procedures, legal, regulatory & compliance requirement.
• Ensured all the team members strictly complied with existing and new policies and procedures.
• Assist AST for handling /issuing Manager’s cheque related activities if required.
• Track, monitor and follow up pro-actively on open / pending task to achieve business satisfaction with no complaints.
• Develop quality assurance guidelines for the team, consisting of policies, internal and external standards, to improve the overall services standards.
• Design and employ effective measurement system on key process and services.
• Identify key processes for improvement.
• Analyse/develop and implement standard process turnaround for each transaction activity/services.
• Recommend and promote the international best practices.
• Propose recommendation to AMO management to achieve the expectations of department Division, internal and external stakeholders.
• Propose idea for STP, controls and service quality, and follow up for the progress of project given to ITD/Vendor for successful implementation.
• Resolve issues if any with the team stakeholders.
• Joint custodian for bank documents.
• Complete any other duties and responsibilities assigned by the line manager as and when they are required.

RISK

• Manage the workflow on a day-to-day basis without compromising on the risk and service.
• Locate the area where changes are required from existing process the workload, to eliminate duplication and avoid risk. Coordinate with ITD to enhance the system and to implement the change.
• Take necessary action to prevent errors that may include system enhancements, procedures amendment, staff training, and counselling.
• Ensure BAU is managed in line with bank policy to avoid any risk.
• Ensure appropriate risk tools are used such as checklists, various reports and random sampling to help maximize the effectiveness of operational Risk Management within wholesale operations AMO.
• Ensure that all processes are in line with approved bank policy and procedures, legal, regulatory and compliance requirements.
• Ensure confidentiality.

PEOPLE

• Assess the performance of direct reports of the unit on regular basis and provide them with constructive feedback including areas of devolvement.
• Ensure that assignments, leave, rotations, training programs etc. are managed well with proper controls.
• Train and develop the staff.
• Coordinate with various Departments such as legal, ITD, Branches, audit etc.
• Ensure that staffs are adequately trained to perform the job they are assigned to.
• Ensure team members are across trained efficiently to deliver the full range of duties within the unit.
• Ensure that staffs are aware of policies of the Bank and are strictly adhered to.
• Effectively manage the performance of the unit including but not limited to performance reviews, goal setting regular reviews, counselling’s, one to one meeting and annual appraisal.
• Interview new employee suing the competency interview and selection framework, ensuring Emiratization target are successful met.
• Effective communication within the team and adherence to agreed turnaround times.
• Provide appropriate support for all UAE National staff, to ensure that both workload and working environments are conducive for sustained motivation and that UAE National staff are offered proper encouragement towards their career development.

BUSINESS EFFICIENCY

• Recommend process/Policy change to the Management in order to improve process, increase efficiency, reduce risk and maximize control.
• Support project Management for structuring new products or services.
• Ensure that timely and accurate MIS are generated and submitted.

• Bachelor’s degree
• Minimum 1 year experience (Preferable legal experience)
• High School / Diploma in any discipline. 1 – 2 years’ experience in customer services / Call Centre. Candidate without experience will also be considered.
• Good Knowledge of bank policy and procedures
• Excellent communication skill in English &/ Arabic