Job description

• 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. 

  
  

  Specific Accountability

  
  
• The key objective of the Manager would be to act as a liaison between clients and other internal departments of the bank. And 
• Manager would endeavour to enhance the client experience by servicing , meeting 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:
• 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 solution. 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 hand support to Operations teams on: -

• Account Opening documentation

  
  

• Account maintenance activities

  
  

• Corporate Credit Card operation

  
  

• Cheque book request

  
  

• Balance confirmation letters

  
  

• Return Cheques

  
  

• Payments (Inward and Outward) related queries

  
  

• Charges related issues

  
  

• Echannels related issues

  
  

• Client Correspondence

  
  

• Exception handling

  
  

FRAMEWORKS, 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.

  
  

QUALIFICATIONS & EXPERIENCE: 

Minimum Qualification

• University Degree in Commerce 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.

  
  

• 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

  
  

About Us:
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.
Life at FAB:
Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization
Career Development:
FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.
Our Values:
At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.
Join our team and be part of a journey to shape the future of banking.