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human resources
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chef
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تقديم

Manager- CCS - MIS & Projects (Emiratised Role)

First Abu Dhabi Bank (FAB)
Abu Dhabi, أبو ظبي
دوام كامل
منذ 3 أسابيع

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:

 

Specific Accountability

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:

  1. Attend to client service requests and arrange to provide appropriate service either directly or by interacting with other Internal Departments or branches.
  2. Attend to client issues and grievances and resolve or provide solution. Also work on mitigating the factors that resulted in the client complaint/ grievance.
  3. Collect appropriate documentation required as per bank’s / regulatory requirement.
  4. 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.
  5. Timely and effective communications to be maintained with clients and internal stakeholders.
  6. Manage up-to-date records of all correspondences and handled/ resolved queries and service requests.
  7. Responsible for all security items held under their custody and assure to obtain all proof of delivery as per the bank policy and procedure.
  8. Study and identify areas of improvement guarding the risk factors attached to them.
  9. 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 analyse with the stakeholders for the root cause and ensure non-repetition
  10. To assist the AVP in enhancing Customer Experience Centre from CCS transactional experience
  11. Provide back hand support to Operations teams on: -

 

Qualifications

Minimum Qualification

Minimum Experience

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