Specialist- CCS - IBG & Government AUH
تفاصيل الوظيفة
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 at a top company, in an exciting and dynamic industry.Job DescriptionKEY 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 with the organisation's values and ethics at all times to support the establishment of a value-driven 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:The key objective of the Manager would be to act as a liaison between clients and other internal departments of the bank. The Manager would endeavour to enhance the client experience by servicing clients and providing them with operational and administrative support. The Manager would also provide advisory services to educate clients on account services and capabilities, usage of e-channels, banking regulations, and regulatory requirements as specified by the relevant authorities.Manager serves the complete set of CIB clients which includes:Attend to client service requests and arrange to provide appropriate service either directly or by interacting with other internal departments or branches.Attend to client issues and grievances and resolve or provide solutions. Also work on mitigating the factors that resulted in the client complaint/grievance.Collect appropriate documentation required as per bank's/regulatory requirement.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.Timely and effective communications to be maintained with clients and internal stakeholders.Manage up-to-date records of all correspondences and handled/resolved queries and service requests.Responsible for all security items held under their custody and assure to obtain all proof of delivery as per the bank policy and procedure.Study and identify areas of improvement guarding the risk factors attached to them.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.To assist the AVP in enhancing Customer Experience Centre from CCS transactional experience.Provide back-end support to Operations teams on:Account maintenance activitiesBalance confirmation lettersReturn ChequesPayments (Inward and Outward) related queriesCharges related issuesE-channels related issuesFRAMEWORKS, BOUNDARIES, & DECISION MAKING AUTHORITY:Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.Authorised to take decisions as per the approved authorisation matrix.QualificationsUniversity Degree in Commerce or Banking.Minimum 3 years experience in a Bank with exposure to Banking Operations.Knowledge of general Banking principles.Good working knowledge of Back-office operating procedures.Excellent communication skills both in written and spoken at all levels.Analytical, self-motivated, energetic, flexible, dynamic, problem-solver, ready to work in a challenging environment.Must be able to work independently and in a cooperative team environment.Ability to work in a fast-paced environment where attention to detail, accuracy, and efficiency are of high importance.
#J-18808-Ljbffr IT & Technology
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
