Manager- CCS - Centers (Emiratised role)

Job Description

To support Relationship Management Teams by providing Counter client services and support to their clientele, allowing them to focus on business growth and building new relationships for the bank.

Key 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 to organisation’s values and ethics at all times to support the establishment of a value drive 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.
• Contribute in providing excellent customer experience by handling the customers directly or indirectly by our service and complaints and providing them the best service by putting our Customer first through Customer First Behaviours which are
• i) Managing the First Impressions,
• ii)Own the moment,
• iii)Treat everyone like a customer,
• iv) Keep the promise,
• v)Manage the moment of Misery.

Specific Accountability

The key objective of the Manager would be to act as a liaison between clients and other internal departments and stakeholders 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.       Manage Customers at counters in terms of handling the customer request, providing necessary guidance to customers by their knowledge on CIB Product and services. Initiating all the customer request received from customers and raising these requests in the necessary workflow and adhere to the checklist provided.

2.       Attend to client service requests and arrange to provide appropriate service either directly or by interacting with other Internal Departments or branches.

3.       Attend to client issues and grievances and resolve or provide solution. Also work on mitigating the factors that resulted in the client complaint/ grievance.

4.       Collect appropriate documentation required as per bank’s / regulatory requirement.

5.       Assist the AVP, VP and Head of CCS in the Transactional fulfilment and Service Level Agreements with clients (internal and external) in order to manage client experience.  To assist in reviewing the SLAs at agreed frequency to ensure smooth operations and scheduled delivery of services.

6.       Timely and effective communications to be maintained with clients and internal stakeholders.

7.       Manage up-to-date records of all correspondences and handled/ resolved queries and service requests.

8.       Responsible for all security items held under their custody and assure to obtain all proof of delivery as per the bank policy and procedure. Ensuring all the original request which are held at CCS are being sent to RMT/Scanning/Other departments (based on the request) once the transactions are being processed. (Primary responsibility – CCS Centre)

9.       Study and identify areas of improvement guarding the risk factors attached to them.

10.     Raising and Handling of Customer Complaints and ensure that they are routed and resolved by the CCS team within the agreed SLA.  To analyse with the stakeholders for the root cause and ensure non-repetition

11.     To assist the AVP in enhancing Customer Experience Centre from CCS transactional experience

12.     To Monitor and assist in day to day CCS activities in liaison with Off Shore Team.

13.     In performing necessary checks and controls while handling delivery of documents. Ensuring necessary checks are performed while doing Signature Verification and Call back process. (Primary responsibility – CCS Centre)

14.     To perform necessary reconciliation for all the activities performed during the day and ensuring all pending have been reported and actioned. DCFCL must be updated and must be submitted for further validation from their respective Line manager.

15.     Responsible in attending all the calls and emails which are assigned to them/team with proper due diligence.

16.     Follow all the guidelines related risk, fraud and security (including cyber, email, calls and any other channels) in relation to their daily activities and must report incidents to fraud/risk as on when such incidents happen during the day to day activities.

17.     Responsible in participating to process improvement initiatives and also contributing to perform testing and UAT assigned by the Line Manager.

18.     Provide back hand support to Operations teams on:-

• Account Opening documentation (Primary responsibility – CCS Segments)
• Account maintenance activities (Primary responsibility – CCS Segments)
•  Corporate Credit Card operation (Primary responsibility – CCS Segments)
• Cheque book request (Primary responsibility – CCS Centre’s)
•  Balance confirmation letters (Primary responsibility – CCS Centre’s)
•  Return Cheques (Primary responsibility – CCS Centre’s)
•  Payments (Inward and Outward) related queries (Primary responsibility – CCS Segments)
• Charges related issues (Primary responsibility – CCS Segments)
• Echannels related issues (Primary responsibility – CCS Segments)
• Client Correspondence (Primary responsibility – CCS Segments)
• Exception handling (Primary responsibility – CCS Segments)
• Other CIB products request (Primary responsibility – CCS Centres and CCS Segments)

Minimum Qualification

• University Degree in Finance or Banking.

Minimum Experience

• Minimum 3 years experience in a Bank with an exposure to Banking Operations
• Knowledge of general Banking principles.
• Good working knowledge of Back-office operating procedures.
• Good knowledge on banking systems like T24, BPMS, SharePoint, Microsoft office applications like Excel, Word, PowerPoint, other core banking applications and workflow systems.
• Excellent communication skills both in written / 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