Senior Officer, CCB & IB Account Maintenance (Emiratized Role)

Senior Officer, CCB & IB Account Maintenance (Emiratized Role)Abu Dhabi, United Arab EmiratesJob DescriptionTo assist in providing a high quality service desk, in line with CIB Account Services Role and responsibilities, initiate to quick resolution of complains, acting as the first line of services desk to provides with full support services to stakeholders, to assist and support team leader in being high quality service provider, by resolving the issue from the first time to avoid escalations, ensure all complains and logs resolved within standard timing and follow up with pending cases if any.To follow the Standard Operating Procedures (SOP’s) for the assigned role, to assist the Team leader in all activities required to ensure the Service Delivery processing activities of the team are completed within the Service Limit Agreements (SLA’s) for the activity in terms of Turnaround Times (TAT) Volume and Quality, Assist the Team leader in solving day-to-day problems and the implementation of continuous improvement project across the Team.ResponsibilitiesTo ensure calls logged to the services desk are answered promptly, logged appropriately.Receiving the tickets/Requests for processingDispatching/Distributing the ticket either offshore or onshore.Perform a variety of the day-to-day administrative and operational duties in the processing of the Team Work as directed by the Team Leader.Respond to email/calls enquiries and answer their questions within the guidelines instructed by Team Leader.Ensure full up to date knowledge and always understanding () of the structure of different service delivery products provided within the department and the relevant policies and procedures for such.Cover other colleagues’ duties in their absence/leave.Identify and monitor actual potential risk and take pro-active measures to control both the Bank and its Clients’ exposure to risk while reviewing any processing documentation and ensure that all relevant details are congruent with a clean, fully completed customer application from inception of the transaction to final collection.To notify senior management of any case of a serious natureTo ensure services desk manager is made aware of possible breach in SLA’s.To aim to increase the number of calls closed by the service desk on initial call.Provide with daily KPI to Team Leader.Ensure full up to date knowledge and always understanding () of the structure of different service delivery products provided within the department all the relevant policies and procedures for such.Ensure that work (Internal & External) is always dealt with in a respectful and professional manner that recognizes individual’s choices, needs, and rights and encourages a working relationship based on encouragement, motivation, and support.Attend daily team huddle and performance board meeting, for being up to date with individual and team performance.Handling Account Confirmation Letter, Capital Letter, Debit Card, Cheque Book, Signature Verification, KRI, RCSA and uploading/reviewing SOP in the Archer System.Apply 5S principles, to maintain an organized, clean, and tidy physical and digital workspace (e. g. orderly workstation well organized files, emails, and network folders) that depicts professionalism.Review thoroughly all relevant transactions/applications to ensure there is no breaching of SOP and Policies before accommodating the transaction.Follow all relevant departmental policies, process, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.Always demonstrate compliance to organization’s values and ethics to support the establishment of a value drive culture within the bank.Contribute to the identification of opportunities and continuous improvement and sustainability of systems, process 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.SERVICECarry out the functions with full integrity to ensure that all requests received are attended promptly and efficiently and there is no breach of service agreements.Establish effective / efficient communications with internal / external communications.Contact internal customers and maintain follow-up to ensure the closures of requests received.Act immediately and take appropriate actions to rectify if there is any internal error notified.Act 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 manner.Provide best solutions to inquiries and complaints post investigation & in line with the policies and proceduresAssign BAU workload ensuring even distribution, in a timely manner and within the SLA.Understand business requirement and prioritize requests that are urgent or run