Job Category: Manager - PBOJob Description: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. Operationalize and execute the activities at CCS to supervise and monitor the transactions in the workflow system until successful execution, coordinate with relationship team and Clients for resolving any technical and financial referrals, teach the staff and create sufficient back-up and compliance of transaction to SOPs and SLA/TATOrganize 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 reductionAssist 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.Minimize 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 applicableUndertaking all daily-processing activities related to a particular product or sub function in CCSCoordinate with other departments by providing appropriate delivery and support functionsProviding periodical reports and management information for effective decision makingMust be able to maintain a culture of discipline and open communication within the teamPursue opportunities for enhancing operational efficiencies, customer service and operational controls by identifying process improvementsSupport in enhancing and modifying the existing procedures, systems, analyse and resolve non-routine operational problems often requiring research and involvement of other functional expertsSpecific 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
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.
Attend to complex transactional client issues and grievances and resolve and provide solution.
Monitor the team performance to mitigate the factors that resulted in the client complaint/ grievance
Support the business in any remediation projects
Monitor Service Level Agreements with clients in order to manage client expectations.
Review the SLAs at agreed frequency to ensure smooth operations and scheduled delivery of services.
Assure timely and effective communications to be maintained with clients and internal stakeholders.
Accountable for all custodian items and spot-check reports as per bank policies and procedures
Propose any areas of improvement guarding the risk factors attached to them.
To monitor the team to assure back hand support to Operations teams on:-
Trade productsE channels related issuesClient CorrespondenceException handlingReview 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.Sign-off on trade related documents and bank letters in accordance with the delegation authority.AVP CCS will specifically manageCustomer Complaints Monitoring for the entire CIB and ensure that they are resolved by the CCS team within the agreed SLA.To analyze with the stakeholders for the root cause and ensure non-repetitionMIS and analytics for the CCSTo manage and assist in enhancing Customer Experience Centre from CCS transactional experienceTo manage the Calls and call backs efficiently with Managers from CCSQualification:Minimum QualificationUniversity Degree in Commerce or Banking.Minimum ExperienceMinimum 5 years' experience in a Bank with an exposure to Banking OperationsKnowledge 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 importanceAbout Us:About Us:First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.Life at FAB:Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organizationCareer Development:FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.Our Values:At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.Join our team and be part of a journey to shape the future of banking.
