Manager- CCS - VIP Segment (Emiratised role)

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Manager to support Relationship Management Teams by providing operational services. This role focuses on enhancing client experiences through effective communication and problem-solving. The ideal candidate will possess a strong background in banking operations, with a commitment to continuous improvement and client satisfaction. Join a dynamic team where your contributions will directly impact business growth and client relationships. If you thrive in a fast-paced environment and are eager to make a difference, this opportunity is perfect for you.

Qualifications

• 3+ years experience in Banking Operations with knowledge of general banking principles.
• Excellent communication and analytical skills required for client interactions.

Responsibilities

• Manage client service requests, ensuring timely and effective communication.
• Act as a liaison between clients and internal departments to enhance client experience.

Skills

Communication Skills

Analytical Skills

Problem-Solving

Attention to Detail

Teamwork

Education

University Degree in Commerce or Banking

Tools

Banking Software

Backoffice Operating Procedures

Job description

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 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
• 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
• The 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 with operational 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 uptodate 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 analyze with the stakeholders for the root cause and ensure nonrepetition
• To assist the AVP in enhancing Customer Experience Centre from CCS transactional experience
• Provide back hand support to Operations teams on
• Account Opening documentation
• Account maintenance activities
• Corporate Credit Card operation
• Cheque book request
• Balance confirmation letters
• Return Cheque
• Payments (Inward and Outward) related queries
• Charges related issues
• Echannels related issues
• Client Correspondence
• Exception handling

Qualifications :

Minimum Qualification

University Degree in Commerce 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 Backoffice operating procedures.

Excellent communication skills both in written / spoken at all levels

Analytical Selfmotivated energetic flexible dynamic problemsolver 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 :

Fulltime