Manager- CCS - Centers Emiratised role

Job Description

To support Relationship Management Teams by providing Counter client services and support to their clientele allowing them to focus on business growth and building new relationships for the bank.

Key Accountabilities

• Follow 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 organisations values and ethics at all times to support the establishment of a value-driven 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.
• Contribute to providing excellent customer experience by handling customers directly or indirectly, managing service and complaints, and putting our Customer first through Customer First Behaviours which are:
• i) Managing the First Impressions
• ii) Own the moment
• iii) Treat everyone like a customer
• iv) Keep the promise
• v) Manage the moment of Misery.

Specific Accountability

The key objective of the Manager would be to act as a liaison between clients and other internal departments and stakeholders of the bank. The Manager would endeavour to enhance the client experience by servicing clients and providing them with operational and administrative support. The Manager would also provide advisory service to educate clients on account services and capabilities, usage of e-channels, banking regulations, and regulatory requirements as specified by the relevant authorities.

Manager serves the complete set of CIB clients which includes:

1. Manage Customers at counters in terms of handling customer requests, providing necessary guidance to customers by their knowledge on CIB Product and services, initiating all customer requests received from customers, and raising these requests in the necessary workflow while adhering to the checklist provided.
2. Attend to client service requests and arrange to provide appropriate service either directly or by interacting with other Internal Departments or branches.
3. Attend to client issues and grievances and resolve or provide solutions. Also work on mitigating the factors that resulted in the client complaint/grievance.
4. Collect appropriate documentation required as per banks/regulatory requirement.
5. Assist the AVP, VP, and Head of CCS in the Transactional fulfilment and Service Level Agreements with clients (internal and external) in order to manage client experience. To assist in reviewing the SLAs at agreed frequency to ensure smooth operations and scheduled delivery of services.
6. Timely and effective communications to be maintained with clients and internal stakeholders.
7. Manage up-to-date records of all correspondences and handled/resolved queries and service requests.
8. Responsible for all security items held under their custody and assure to obtain all proof of delivery as per the bank policy and procedure, ensuring all original requests held at CCS are sent to RMT/Scanning/Other departments (based on the request) once transactions are processed.
9. Study and identify areas of improvement guarding the risk factors attached to them.
10. Raising and Handling of Customer Complaints and ensure they are routed and resolved by the CCS team within the agreed SLA. To analyse with the stakeholders for the root cause and ensure non-repetition.
11. To assist the AVP in enhancing Customer Experience Centre from CCS transactional experience.
12. To Monitor and assist in day-to-day CCS activities in liaison with Off Shore Team.
13. Perform necessary checks and controls while handling delivery of documents, ensuring necessary checks are performed while doing Signature Verification and Call back process.
14. To perform necessary reconciliation for all activities performed during the day and ensuring all pending have been reported and actioned. DCFCL must be updated and submitted for further validation from their respective Line manager.
15. Responsible for attending all calls and emails assigned to them/team with proper due diligence.
16. Follow all guidelines related to risk, fraud, and security (including cyber email calls and any other channels) in relation to their daily activities and must report incidents to fraud/risk as they occur.
17. Responsible for participating in process improvement initiatives and also contributing to perform testing and UAT assigned by the Line Manager.
18. Provide back-end support to Operations teams on:

• Account Opening documentation
• Account maintenance activities
• Corporate Credit Card operation
• Cheque book request
• Balance confirmation letters
• Return Cheques
• Payments (Inward and Outward) related queries
• Charges related issues
• E-channels related issues
• Client Correspondence
• Exception handling
• Other CIB products request

Qualifications :

Minimum Qualification

• University Degree in Finance or Banking.

Minimum Experience

• Minimum 3 years experience in a Bank with an exposure to Banking Operations.
• Knowledge of general Banking principles.
• Good working knowledge of Back-office operating procedures.
• Good knowledge of banking systems like T24, BPMS, SharePoint, Microsoft Office applications like Excel, Word, PowerPoint, other core banking applications, and workflow systems.
• Excellent communication skills both in written and 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 importance.

Remote Work :

No

Employment Type :

Full-time