Senior Officer- CBG & PBG Account Services (Emiratised Role)

Job PurposeAn ideal candidate will support all PBG business by providing operational services and support allowing them to focus on business growth and building new relationships for the bank main channel for complaint. Provide necessary support to offshore team by coordinating with internal department and stakeholders. ProvideBack office support to all UAE branches and departments for Accounts openings & account Maintenance for Retail ELITE & GPB (ISL & Conventional ) segmentKey AccountabilitiesPolicies Systems Processes & ProceduresFollow 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 organizations values and ethics at all times to support the establishment of a value drive culture within the bank.Educate business and offshore team on policies and SOPs as required.Continuous ImprovementContribute to the identification of opportunities for continuous improvement and sustainability of systems processes and practices considering global standards productivity improvement and cost reduction.ReportingAssist in the preparation of timely and accurate statements and reports to meet department requirements policies and quality standards.Recording of all assigned responsibilities such as inquiries complaints and assigning to ensure accurate availability of MI for management on real time basisJob ContextServiceAct as a point of contact between stakeholders and AMOResponsible to respond business enquiries received through various channels such as Helpdesk Phone calls and Complaint Management System in a timely mannerProvide best solutions to inquiries and complaints post investigation & in line with the policies and proceduresInvestigate complaintAssign BAU workload ensuring even distribution in a timely manner and within the SLAUnderstand business requirement and prioritize requests that are urgent or run a riskAct as consultants to offshore team to provide the required supportMaintains stakeholders confidence and protects operations by keeping information confidentialAny other duties and responsibilities assigned by Line Manager as and when it is required.RiskEnsure escalation and reporting of any identified risk and suggest and implement mitigating actions and controls to safeguard the bankEnsure timely and effective communication is maintained with internal customers taking utmost care in protecting the reputation of the bank.Identify risk and nature of issues and inquiries arising repeatedly. Ensure to escalate these identified risks to the Supervisor / Line Manager / Department Head within the Unit and be a part of the team designing the mitigating factorsPeopleMaintain professionalism and effective communication with colleagues within the Unit and all other DepartmentsAdhere to your individual duties and responsibilities and support the team to deliver service excellenceMaintain collaboration between the team and other units that will ensure best service to the business and ultimately customersBusiness EfficiencyManage the work flows efficiently with the resources available without compromising on the risk and services. Provide improvement suggestions to enhance the quality and efficiency in our work resulting in best customer serviceMaintain highly efficient turnaround timeQualificationsBachelor Degree Preferable in Commerce Banking Finance or EconomicsRemote WorkNoEmployment TypeFull-time#J-18808-Ljbffr