Senior Officer- CCS IBG & Government AUH

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. 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 a top company, in an exciting & 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 so that work is carried out in a controlled and consistent manner.
• Demonstrate compliance to organisation’s 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. 

Job Context

Specific Accountability

The key objective of the Senior Officer would be to act as a liaison between clients and other internal departments of the bank.

Senior Officer would endeavor to enhance the client experience by servicing clients and providing them with
operational and administrative support.

Senior Officer serves the complete set of CCIB & IB clients which includes:

1. Attend to client service requests and arrange to provide appropriate service either directly or by interacting with other Internal Departments or branches but not limited to the below

• Account maintenance activities
• Corporate Credit Card operation
• Balance confirmation letters
• PDC Memos
• Account confirmation letter/Statement Printing Request
• Closure letters
• RM inquiries
• Attending walk in clients to accept request on behalf of RM.
• Exception handling etc.
• SharePoint/ BPMS /DMS/ T24 (App)

1. Attend to RM’s issues and grievances and resolve or provide solution. Also support in mitigating the factors that resulted in the client complaint/ grievance.

1. Collect appropriate documentation required as per bank’s / regulatory requirement.

1. Timely and effective communications to be maintained with internal stakeholders by complying with TATs & SLAs agreed by CCS with other operational units.   
2. Manage up-to-date records of all correspondences and handled/ resolved queries and service requests.
3. Responsible for all security items held under their custody and assure to obtain all proof of delivery as per the bank policy and procedure.
4. Study and identify areas of improvement guarding the risk factors attached to them.
5. To assist the Manager in enhancing Customer Experience Centre from CCS transactional experience

Qualifications

Minimum Qualification

• University Degree in Commerce or Banking.

Minimum Experience

• Minimum 2 years of experience in a Bank with an exposure to Banking Operations
• Knowledge of general Banking principles.
• Good working knowledge of Back-office operating procedures.
• Excellent communication skills in written / spoken at all levels.
• Analytical, Self-motivated, energetic, flexible, dynamic, problem-solver, ready to work in a challenging environment.
• Must be able to work in a cooperative team environment.
• Ability to work in a fast-paced environment where attention to detail, accuracy and efficiency are of high importance