Manager- CCS IBG & Government AUH

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in the UAE seeks a Manager to support Relationship Management Teams by enhancing client experience through operational and administrative support. Ideal candidates will possess a degree in Commerce or Banking, alongside at least 3 years of banking operations experience. Strong analytical and communication skills are essential for this dynamic environment focused on client satisfaction and continuous improvement.

Qualifications

• At least 3 years of banking experience with exposure to operations.
• Knowledge of general banking principles.
• Excellent communication skills in written and spoken form.

Responsibilities

• Support Relationship Management Teams by providing operational services.
• Act as a liaison between clients and internal departments.
• Manage client service requests and ensure timely communication.

Skills

Communication

Analytical skills

Problem solving

Attention to detail

Education

University Degree in Commerce or Banking

Job description

Company Description

FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth. We 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 at a top company in an exciting and dynamic industry.

Job Description

JOB PURPOSE:

To 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 ACCOUNTABILITIES:

• Follow all relevant departmental policies, processes, standard operating procedures, and instructions to ensure work is carried out in a controlled and consistent manner.
• Demonstrate compliance with the organization’s 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.

Job Context

Specific Accountability

The key objective of the Manager would be to act as a liaison between clients and other internal departments of the bank. The Manager would endeavor to enhance the client experience by servicing, meeting clients, and providing them with operational and administrative support.

The Manager would also provide advisory services to educate clients on account services and capabilities, usage of e-channels, banking regulations, and regulatory requirements as specified by the relevant authorities.

The 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 solutions. Also, work on mitigating the factors that resulted in the client complaint/grievance.
• Collect appropriate documentation required as per bank’s/regulatory requirements.
• Assist the VP and Head of CCS in the Service Level Agreements with clients to manage client expectations. Review SLAs at agreed intervals to ensure smooth operations and scheduled delivery of services.
• Maintain timely and effective communication 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 ensure to obtain all proof of delivery as per bank policy and procedure.
• Study and identify areas of improvement considering associated risk factors.
• Raise and handle customer complaints for the entire CIB and ensure they are resolved within the agreed SLA. Analyze root causes with stakeholders to prevent recurrence.
• Assist the AVP in enhancing the Customer Experience Centre from a CCS transactional perspective.
• Provide support to Operations on:
• Account opening documentation
• Account maintenance activities
• Corporate credit card operations
• Cheque book requests
• Balance confirmation letters
• Return cheques
• Payments (inward and outward) queries
• Charges issues
• E-channels issues
• Client correspondence
• Exception handling

Minimum Qualification

• University Degree in Commerce or Banking.

Minimum Experience

• At least 3 years of banking experience with exposure to banking operations.
• Knowledge of general banking principles.
• Good working knowledge of back-office operating procedures.
• Excellent communication skills in both written and spoken form at all levels.
• Analytical, self-motivated, energetic, flexible, dynamic, problem-solver, and able to work in challenging environments.
• Ability to work independently and collaboratively in a team.
• Capable of working in a fast-paced environment with high attention to detail, accuracy, and efficiency.