Manager- CCS - IBG & Government AUH (Emiratised Role)

Company DescriptionJoin 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 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 DescriptionTo support Relationship Management Teams by providing operational services and support to their clientele, allowing them to focus on business growth and building new relationships for the bank.Key AccountabilitiesFollow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent mannerDemonstrate compliance to organization\'s values and ethics at all times to support the establishment of a value drive culture within the bankContribute to 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 standardsThe key objective of the Manager would be to act as a liaison between clients and other internal departments of the bankManager would endeavour to enhance the client experience by servicing clients and providing them with operational and administrative supportManager would also provide advisory service to educate clients on account services and capabilities, usage of echannels, banking regulations and regulatory requirements as specified by the relevant authorities.Manager serves the complete set of CIB clients which includesAttend to client service requests and arrange to provide appropriate service either directly or by interacting with other Internal Departments or branchesAttend to client issues and grievances and resolve or provide solution. Also work on mitigating the factors that resulted in the client complaint/ grievanceCollect appropriate documentation required as per bank’s / regulatory requirementAssist the VP and Head of CCS in the Service Level Agreements with clients in order to manage client expectations. To assist in reviewing the SLAs at agreed frequency to ensure smooth operations and scheduled delivery of servicesTimely and effective communications to be maintained with clients and internal stakeholdersManage up-to-date records of all correspondences and handled/ resolved queries and service requestsResponsible for all security items held under their custody and assure to obtain all proof of delivery as per the bank policy and procedureStudy and identify areas of improvement guarding the risk factors attached to themRaising and Handling of Customer Complaints 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-repetitionTo assist the AVP in enhancing Customer Experience Centre from CCS transactional experienceProvide back hand support to Operations teams onAccount Opening documentationAccount maintenance activitiesCorporate Credit Card operationCheque book requestBalance confirmation lettersReturn ChequePayments (Inward and Outward) related queriesCharges related issuesEchannels related issuesClient CorrespondenceException handlingMinimum QualificationUniversity Degree in Commerce or Banking.Minimum ExperienceMinimum 3 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 levelsAnalytical, 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#J-18808-Ljbffr