JOB PURPOSETo lead a business vertical ensuring that service standards are met for all account opening, maintenance and compliance screening related activities for all customer segments in the Bank, ensuring that risk is managed, efficiency gains delivered, staff are engaged, stakeholders are managed and that an effective strategy is in place to ensure continuous improvement of key performance indicators relating to efficiency, risk, service and people.KEY WORKING RELATIONSHIPS:1. Line Manager
To receive direction and support, discuss performance and ensure objectives are met. To set goals, track performance, receive advice and encouragement2. Direct Reports
To provide direction and support, manage performance and development3. Internal Stakeholders (Technology Services, Corporate and Investment Banking Group (CIBG) and Group Business Service GBS)
To obtain support and resolve issues. To report performance, resolve issues and obtain approvals.4. Group Head
To report performance, contribute to GBS discussions and to seek guidance and direction.5. Unit Heads
To negotiate Service Level Agreements (SLAs), report performance, resolve issues. To support out of plan requirements raised by the business6. Internal Stakeholders (Operational Risk)
To report performance and seek guidance7. Central Bank of UAE (CBUAE)
To pass/receive information8. Internal Stakeholders (Retail & Branches)
To pass/receive informationACCOUNTABILITIES:Strategy and Planning
Lead a seamless Business as Usual (BAU) run across Account Opening, Maintenance (Retail, Commercial, Corporate (including Procash and Private segments) and Compliance Screening activities to ensure ongoing business is not affected. Collaborate with Business and support teams to help streamline the customer account opening and maintenance journeys to ensure a seamless customer experience and drive superior NPS results.Stakeholder Management
Build stakeholder relationships with internal teams such as Operational Risk and Finance, Legal, Compliance and Product teams to ensure ongoing collaboration and information sharing
Negotiate with, influence and support business heads in order for business strategy and plans are successfully operationalised and that any deviation from the plan is quickly and successfully addressed.People Management
Manage self and team in line with ADCBs people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance. Manage the effective achievement of the teams objectives through setting individual objectives, managing performance, developing the team and providing formal and informal feedback to maximise overall performance, engagement and motivationBudget Management
Contribute to the preparation of the business areas budget and manage and monitor the financial performance against the budget so that areas of unsatisfactory performance are identified, rectified promptly and potential performance improvement opportunities are capitalised upon.Policies, Processes, Systems and Procedures
Recommend and implement improvements to departmental policies, procedures and processes covering all areas of activity so that all relevant procedural requirements are fulfilled while ensuring that ADCB delivers best-in-class services, products and innovationContinuous Improvement
Identify opportunities to contribute to organisational and departmental change initiatives, programmes and projects taking into account best practice and standards in the business environmentCustomer Service
Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Banks required levels of service in all internal and external customer interactions.SkillsEXPERIENCE, QUALIFICATIONS & COMPETENCIESMinimum Experience
At least 9 years of experience in bankingMinimum Qualifications
Bachelors Degree in related fieldKnowledge and Skills
Production management
Management of risk
Management of service delivery
Stakeholder management
Leadership skills

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