Specialist, Business Banking - Emiratized

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 167,000 - 257,000; Full time

Job summary

First Abu Dhabi Bank is seeking a process improvement professional to evaluate and enhance customer processes, integrating voice of the customer insights into cross-functional action plans. You will drive root cause analysis across channels and formulate end-to-end processes for customer communications.

Ideal candidates have 3+ years' local retail banking exposure, strong governance background, and excellent communication skills to deliver high-quality service and regulatory compliance.

Qualifications

• Graduate with at least 3 years' local market knowledge in retail banking products and services.
• Strong compliance, ops or product or sales governance background.
• Customer-obsessed, change-focused pragmatist.
• Excellent communication and interpersonal skills.

Responsibilities

• Engage process owners and stakeholders for NPS monitoring and benchmark scores for the unit.
• Develop relationships and coordinates with team members and other departments to meet client service expectations.
• Support implementation of KYC related projects and initiatives.
• Ensure the onboarding/KYC team processes cases within agreed TAT/SLA.
• Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.
• Analyses and reviews of new applications and recommends cases per policy.
• Checks availability and validity of supporting ID and documents; verifies origin; applications; employment and contact point.
• Performs data entry in onboarding systems.
• Supports opening of new accounts and day-to-day relationship management activities with high service standards.
• Audits and reviews original documents ensuring proper filling and saving.
• Ensures regulatory, audit and compliance requirements are met.

Skills

Customer-centric

Communication skills

Interpersonal skills

Change management

Job description

• Evaluate Existing Business Processes & propose Process Improvements
• Creates processes and integrates voice of the customer insights into cross-functional action plans.
• Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues
• Formulate & manage end to end process for all customer communication

About Us:

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB:

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization

Career Development:

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our Values:

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.

Responsibilities:

Internal Collaboration

• Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit
• Develops relationships and coordinates with team members and other departments to meet client service expectations.
• Support implementation of KYC related projects and initiatives
• Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA.
• Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.

Customer Acquisition Support

• Analyses and reviews of new applications and recommends cases in view of prescribed policy.
• Checks availability and validity of supporting ID and legal documents, verifies attestation of origin al documents, applications, employment and contact point.
• Does the data entry in relevant on boarding system.

Customer Service Support

• Supports assigned team in opening of new accounts for customers and coordinates.
• Works closely with the assigned team on day-to-day relationship management activities and ensure offering high quality services according to the banks standards.
• Audits and reviews original documents and assure that they are filled and saved.
• Ensures all regulatory, audit and compliance requirements are in place and all the internal control s are in order to maintain highest standards of operational efficiency minimize the operational losses and reduce the number of near misses.

Qualifications:

• Graduate with at least 3 years relevant local market knowledge in retail banking product and services
• Sound compliance, ops or product or sales governance background
• Customer obsessed, change focused pragmatist
• Good communication & interpersonal skills