To efficiently manage and monitor the operation function and services of Emirati segment customers. Ensuring all control, compliance and productivity requirements are achieved whilst always maintaining enhanced customer satisfaction level.
- Ensure all operational requirements from risk, control and compliance perspective are achieved at Emirati segment to minimize operational losses.
- Manage effective implementation of all pre & post audit requirements to always ensure a satisfactory audit by segment.
- Provide line management (District Managers, Branch Managers and Counter Service Managers) with independent appraisals concerning risk management and controls and along with the branch management implement comprehensive plans to improve and bridge operational controls and risk mitigants.
- Develop and implement Smart MIS and other reporting mechanism to facilitate monitoring of critical operational / Service activities.
- Provide guidance and solutions to service team and Sales (Relationship managers / Sales supervisors) on operational problems encountered by them on day-to-day business.
- Similarly, track and monitor trends in operational problems encountered by Emirati operations & service team, conduct root cause analysis to identify gaps and recommend and implement solutions to eliminate operational bottlenecks thus strive to achieve enhanced service experience for customers.
- Manage and monitor pre and post implementation of all service initiatives to achieve excellence in delivery and execution of the intended initiatives.
- Manage end-to-end implementation process of productivity and service delivery measurement system and ensure Emirati service & operations team operate in the most efficient and cost-effective platform to deliver optimal operational results.
- Exercise proactive management of anti-money laundering policies and procedures at branch level to meet both internal and Central Bank of UAE Anti Money Laundering initiatives.
- Ensure timely reporting and rectification of all transaction exceptions / deviations and errors.
- Oversees and manages the delivery of services within Emirati segment, ensuring customer satisfaction and efficient operations.
- Oversee the execution of services, ensuring they meet quality standards and service level agreements (SLAs).
- Identify areas for improvement in service delivery processes, developing and implementing strategies to enhance efficiency and effectiveness.
- Ensure services are delivered in compliance with relevant process of the bank
- Knowledge of all retail asset and liability products.
- Qualification – Postgraduate, preferably with Banking qualification.
- 10 to 15 years of banking experience, preferably of managing a team in a Retail Branch banking operations / accounting environment.
- Working knowledge of process design and banking systems.
- Knowledge of the bank’s Operations and Services with in-depth knowledge of Mashreq Bank’s Operational processes & procedures.
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