Sales Operations Coordinator jobs in United Arab Emirates

Description

Role : Card Operations Lead

Location : Abu Dhabi

Role Purpose:

• Support the key financial indicator for the card center operations.
• Adhere to the job duties and interact with different activities to enhance overall performance.
• Manage the overall card operations activities and oversee the distribution of activities within the team.
• Support management to ensure activities run smoothly and efficiently.
• Act within a framework that improves the bank's reputation and customer satisfaction.

Key Accountabilities of the role

• Refresh and share exception sheets with the team to check for exceptions, identify abnormal activities, and take investigation and remedial actions promptly.
• Lead and monitor both onshore and offshore CMU teams.
• Conduct daily calls with offshore and onshore teams to discuss operational activities/issues and guide them appropriately.
• Attend weekly/monthly service calls with offshore management.
• Verify PKT on a monthly basis.
• Coordinate with automation teams and share operational requirements for new automation projects.
• Review BRD, Sprint Review, SIT, UAT for new automation projects.
• Handle access requests for new staff and access removal for resigned/terminated staff.
• Provide training to the team on new processes and share training materials.
• Handle customer complaints related to maintenance activities.
• Verify Companion Ticket sheets prepared by the team.
• Monitor colleagues' activities and provide guidance to ensure smooth daily operations.
• Monitor Maintenance Queues as per SLA/TAT.
• Prepare and review SOPs, Addendums, SLAs.
• Review and modify RCSA.
• Communicate with IT regarding system issues for resolution.
• Work on closing Sharia and Audit observations.

Results Required:

• Ensure all CMU activities perform well as per P&P without human or system errors.
• Reduce customer complaints.
• Resolve customer complaints related to Etisalat enrollment points by coordinating with partners within TAT.
• Resolve customer complaints related to Etihad enrollment miles within TAT.
• Ensure training is provided to the team for all new processes.
• Ensure addendums are prepared and approved by stakeholders for new processes.
• Provide requirements to automation team timely and ensure implementation in new projects.
• Act within a framework that enhances the bank's reputation and customer satisfaction.
• Ensure compliance with policies & procedures and perform key operational controls as per ADIB policies.
• Carry out daily activities/operations efficiently, securely, and safeguarding financial interests.

Specialist Skills / Technical Knowledge Required for this role:

1. Knowledge of UAE banking practices, regulations, and risks.

2. Knowledge of Anti-Money Laundering regulations issued by the UAE Central Bank and other authorities.

3. Knowledge of customer service standards.

4. Knowledge of the bank's Credit Card Issuance Policy & Procedures.

5. Strong communication skills.

6. Good information management skills.