Manager- GTB Channel Onboarding - Emiratized Role
تفاصيل الوظيفة
Company Description: First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas, and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger together. Job Purpose: The main objective of this team is to build a best-in-class globally integrated channel Onboarding function that provides a unified experience to Global CCIB and Investment Banking Clients through onboarding and training them on all GTB Channels. The role is responsible for developing channel onboarding strategy for faster revenue, improved utilization, and enhanced digital experience. Create agile end-to-end processes that are digitally advanced, customer-centric, and compliant with operational risk standards of the bank. Collaborate with GTB Channels and Product teams in the development of new solutions on the channels for enhanced customer experience and time to revenue. Partner with GTB Sales to influence client engagement during onboarding for early onboarding, utilization, and revenue realization. Key Accountabilities:
- Manage the team of Onboarding Directors, Managers, and Trainers to ensure that they receive all required direction, training & support to perform at their best and stay engaged.
- Drive digitization and utilization on the channel for higher revenues and enhanced customer experience.
- Deliver a seamless implementation and client training on the most complex structures and solutions, i.e., Liquidity Management Solution, VAM, Treasury Management Solution, etc.
- Stay abreast of the market and propose ways to digitize/automate current processes and acquire platforms for better client experience, larger market share, and higher revenues.
- Ensure customer awareness on the channel and that customers are regularly trained to optimally use the channel.
- Ensure that the Onboarding process is agile yet compliant with the Risk standards of the organization.
- Improve time to revenue by ensuring clients are onboarded in the shortest timeframe.
- Provide & create management dashboards for transparency and enablement for better performance.
- Review & correct existing processes to identify & mitigate failure points resulting in onboarding errors.
- Communicate with internal stakeholders/enablement partners such as Group Operation, GTB Channels, GTB Product & Advisory to work in tandem and ultimately improve the client experience and TAT.
- Ensure the fulfilment of client maintenance requests on the existing set-up is done timely with appropriate checks and controls to mitigate all risks.
- Manage onboarding from start to end and the subsequent post-implementation review and handover to the GTB Client Services team, keeping them informed on highly complex deals.
- Ensure the onboarding team participates along with Advisory at client meetings at the pre-Advisory stage for large cash and trade deals, and participate in responding to RFPs and other client proposals.
- Create a culture of partnership with clients & advisors in managing the onboarding process to ensure excellent client experience and faster TAT.
- Ensure that the team is well trained and equipped to assist clients with all relevant document completion required for successful onboarding.
- Establish processes without failure points and as per the risk standards of the organization.
- Ensure that SOPs are up to date and duly approved by all relevant stakeholders.
- Engage early with GTB Channels to be informed about upcoming products/channels/capabilities and proactively conduct resource planning & structure for successful takeover & implementation of onboarding responsibilities.
- Deliver all products and services in a coordinated and professional manner as agreed with the client.
- Ensure that the team has all the required information and tools to create a successful client onboarding experience.
- Oversee testing, training, and go-live processes.
- Work with the product team to ensure all documentation, including customer applications and terms and conditions, are current.
- Ensure that relevant fees/charges are set up in the respective systems correctly by the team.
- Solid understanding of documentation interdependencies between account structures, payments, collection, and electronic banking solutions.
- Good knowledge of Microsoft applications.
- Fair understanding of administrative functions.
- Language proficient: fluent (business) English.
- A self-starter, motivated, with aptitude and willingness to undertake self-learning.
- Able to handle confidential information.
- High standards of accuracy and completeness.
- Tenacity and follow-through on agreed action items.
- Taking initiative.
- Must demonstrate a keen interest to learn the business and its processes, to best support management, teams, and clients.
- At least 10-12 years’ experience in a similar role or competencies in their recent career.
- Good communication skills.
- Good organizational and planning skills.
- High level of interpersonal skills.
- Problem-solving skills.
- Team player.
- Ability to manage high workload within a pressurized environment.
- Strong work ethic – willingness to take a ‘hands-on’ approach.
- Relevant Degree in business, finance, administrative, related field, or equivalent.
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.
