JOB PURPOSE
To conduct and complete all operational transactions for onboarding and maintenance requests made by customers in the unit related to the end to end process to ensure compliance with Bank guidelines and procedures.KEY WORKING RELATIONSHIPS1. Line Manager
- To receive direction and support, discuss performance and ensure objectives are met .- To seek guidance and first level approval, advise course of action and discuss performance2. Peers- To review and provide support on day to day operational queries, transactions answer queries and execute required
actions3. Branches and ITMAM Operational Units- To seek information to support processing of transactions4. Unit Head
- To share information, provide updates and to obtain approvals5. Internal stakeholders
- To share information and provide updatesACCOUNTABILITIES1.Compliance.- Conduct efficiency in completing all types of account opening documents to ensure compliance with Banks processes and policies.- Assist in providing support unit functions, answering all types of inquires related to policy, procedure, processing to ensure accuracy of guidance provided.2.Customer Focus
Process Customer/Branch complaints received, recording progress to ensure they are resolved and reverted within the Service Level .Provide timely support to customer service centres in order to provide excellent customer service.3.Work Processes
Assist in the maintenance and implementation of updated Standard Operating Procedures (SOPs) and workflows to ensure they are maintained to reflect the current process at all times
Assist in the maintenance and circulation of Management Information Systems (MIS) related to card products to ensure transparency to Teams/Departments involved in cards business.4.Policies, Processes, Systems and Procedures
Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.5.Self-Management
Manage self in line with the Banks people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance.6.Customer Service
Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Banks required levels of service in all internal and external customer interactionsSkillsEXPERIENCE, QUALIFICATIONS & COMPETENCIESMinimum Experience
At least 3 years of experience with 2 years of experience in Account operationsMinimum Qualifications
Bachelors Degree from a well-recognised university.Professional Qualifications
N/AKnowledge and Skills
- Microsoft Office (Word, Excel and PowerPoint) Understanding of account opening and customer documentation.- Knowledge of customer transactions and behaviors.- Exposure to banking transactions.- Understanding of Banking systems, reports and workflows- Exposure to Screening systems and software is preferable

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