AVP & Manager, CCS IB & Government (Trade) (Emiratised Role)

AVP & Manager, CCS IB & Government (Trade) (Emiratised Role)Abu Dhabi, United Arab EmiratesBe the First to ApplyJob DescriptionOrganize 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 expertsResponsibilitiesSpecific AccountabilityThe 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 thebank, specifically Relationship team.AVP CCSwould manage the team to enhance the client experience by assuring service quality and providing the CIB Relationship team with operational and administrative support.AVP CCSwould also provide advisory service to educate the direct reports and developing their skillsTo 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 experienceAVP CCS will manage CIB clients which includesAct 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/ grievanceSupport the business in any remediation projectsMonitor 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 proceduresPropose 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 issuesReview 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 m