Manager- CCS - MIS & Projects (Emiratised Role)

JOB PURPOSETo 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 organisations values and ethics at all times to support the establishment of a value drive culture within the bank.Contribute to the identification of opportunities for continuous improvement and sustainability of systems processes and practices considering global standards productivity improvement and cost reduction.Assist in the preparation of timely and accurate statements and reports to meet department requirements policies and quality standards.Specific AccountabilityThe key objective of the Manager would be to act as a liaison between clients and other internal departments of the bank.Manager would endeavour to enhance the client experience by servicing clients and providing them withoperational and administrative support.Manager 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 includes:Attend to client service requests and arrange to provide appropriate service either directly or by interacting with other Internal Departments or branches.Attend to client issues and grievances and resolve or provide solution. Also work on mitigating the factors that resulted in the client complaint/ grievance.Collect appropriate documentation required as per banks / regulatory requirement.Assist 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 services.Timely and effective communications to be maintained with clients and internal stakeholders.Manage up-to-date records of all correspondences and handled/ resolved queries and service requests.Responsible for all security items held under their custody and assure to obtain all proof of delivery as per the bank policy and procedure.Study and identify areas of improvement guarding the risk factors attached to them.Raising and Handling of Customer Complaints for the entire CIB and ensure that they are resolved by the CCS team within the agreed SLA. To analyse 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 on: -Account Opening documentationAccount maintenance activitiesCorporate Credit Card operationCheque book requestBalance confirmation lettersReturn ChequesPayments (Inward and Outward) related queriesCharges related issuesEchannels related issuesClient CorrespondenceException handlingTrade Documents handlingQualificationsMinimum 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 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 importanceRemote Work : NoEmployment Type : Full-time#J-18808-Ljbffr