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
KEY ACCOUNTABILITIES:
Systems, Processes & Procedures
- Ensure that request for printing and dispatching Liability letters is done within SLA.
- Responds promptly and directly to customer issues and questions over the email.
- Ensures accuracy of information shared with customer and ensure that there is no unauthorized divulging of confidential information.
- 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.
- Recommend process improvements for increased efficiency and cost effectiveness.
- Stay current with the revised and updated policy and procedures on products and Norms; and illustrate the prior to the team
Continuous Improvement
- Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
Reporting
Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies and quality standards.
Job Context
SERVICE
- Assist in the design of quality assurance processes, procedural audits, and assessment in line with overall strategy.
- Analyse tasks, workflows, and management activities, and assist in preparation policies and procedure manuals for AMO.
- Determine the root cause of operational/service defects.
- Assist in Dormant Account Management related processes.
- Assist in relevant customer and account updates pertaining to account management operations.
- Uses data collected from inspections and testing procedures to determine the cause of service/operational quality issues.
- Participate in employee quality improvement teams to reduce defects and make recommendations to improve the processes based on findings from analysis.
- Document results of new procedures after implementation to show quality improvements.
- Ensure that procedures are understood, implemented, and evaluated periodically for continual improvement.
- Assist in conducting internal quality assurance evaluations on AMO processes, people, facilities, and systems. Records and report results to management.
- Assist in the development and documentation of quality related training programs.
- Review and quality check automated reports, identify any risks and issues and raise appropriately.
- Conduct trend analysis on performance to proactively identify problems and areas for improvements to both behaviour and service, and ensure they are driven through to completion.
- Assist in conducting quality assurance inspections.
- Maintain & track process improvement objectives.
- Prepare reports by collecting, and summarizing data; making recommendations, including QA reports.
RISK
- Ensure escalation of any identified risk and suggest and implement mitigating actions and controls to safeguard the Bank.
- Ensure timely and effective communication is maintained with internal customers taking utmost care in protecting the reputation of the bank.
- Identify risk and nature of issues and inquiries arising repeatedly. Ensure to escalate these identified risks to the Supervisor / Line Manager / Department Head within the Unit and be a part of the team designing the mitigating factors.
PEOPLE
- Maintain professionalism and effective communication with colleagues within the Unit and all other Departments.
- Adhere to your individual duties and responsibilities and support the team to deliver service excellence.
BUSINESS EFFICIENCY
- Manage the work flows efficiently with the resources available without compromising on the risk and services. Provide improvement suggestions to enhance the quality and efficiency in our work resulting in best customer service.
- Maintain highly efficient turnaround time.
Qualifications
- Good Product knowledge
- Proficiency in MS Office
- Excellent communication skills
- Good understanding of banking industry trends in the local market
- Good market awareness of product range and pricing
- Good analytical skills
- Bachelor’s degree in finance, Banking, Business Management or a related major field of study is required. 1-2 year of experience in banking or similar experience