Manager- CCS - IBG AUH (Emiratized Role)

Job Title: Manager- CCS - IBG AUH (Emiratized Role)

Job Purpose:
The primary purpose of this role is to support the Relationship Management Teams by providing operational services and support to their clientele. This allows the Relationship Managers to focus on business growth and building new relationships for the bank.

Key Accountabilities:

1. Policy Adherence:
- Ensure adherence to all relevant departmental policies, processes, standard operating procedures, and instructions to maintain a controlled and consistent work environment.
- Demonstrate and uphold the organization’s values and ethics, contributing to the establishment of a value-driven culture within the bank.

2. Continuous Improvement:
- Contribute to identifying opportunities for continuous improvement in systems, processes, and practices, considering global standards for productivity and cost reduction.
- Assist in preparing timely and accurate statements and reports to meet departmental requirements and quality standards.

3. Client Liaison:
- Act as a liaison between clients and internal departments to enhance the client experience.
- Provide clients with operational and administrative support, ensuring their needs are met efficiently.
- Offer advisory services to clients on account services, usage of e-channels, banking regulations, and regulatory requirements.

4. Client Service:
- Attend to client service requests and arrange appropriate services by interacting with other internal departments or branches.
- Address client issues and grievances, providing solutions and working to mitigate factors that led to complaints.
- Collect and ensure appropriate documentation is in place as per bank and regulatory requirements.

5. Service Level Agreements (SLAs):
- Assist the VP and Head of CCS in managing Service Level Agreements with clients, ensuring smooth operations and scheduled delivery of services.
- Participate in regular reviews of SLAs to ensure client expectations are met consistently.

6. Communication & Records:
- Maintain timely and effective communication with clients and internal stakeholders.
- Keep up-to-date records of all correspondences, resolved queries, and service requests.

7. Security & Risk Management:
- Manage all security items under custody, ensuring proof of delivery is obtained as per bank policy.
- Identify areas of improvement while guarding against risk factors.

8. Customer Complaints Handling:
- Raise and handle customer complaints for the entire CIB, ensuring resolution within agreed SLAs.
- Work with stakeholders to analyze root causes and implement measures to prevent recurrence.

9. Operational Support:
- Provide back-end support to Operations teams on various tasks including:
- Account Opening documentation
- Account maintenance activities
- Corporate Credit Card operations
- Cheque book requests
- Balance confirmation letters
- Return Cheques
- Payments (Inward and Outward) related queries
- Charges related issues
- E-channels related issues
- Client correspondence
- Exception handling

Desired Candidate Profile:

Minimum Qualifications:
- University Degree in Commerce or Banking.

Minimum Experience:
- At least 3 years of experience in a bank with exposure to banking operations.
- Good understanding of general banking principles and back-office operating procedures.
- Excellent communication skills (both written and spoken) at all levels.
- Analytical, self-motivated, energetic, flexible, and dynamic problem-solver.
- Ability to work independently as well as in a cooperative team environment.
- Capable of thriving in a fast-paced environment where attention to detail, accuracy, and efficiency are critical.