Company DescriptionJoin the UAE\'s largest bank and one of the world\'s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry.

• Assist in completion of all police & Legal request as per SOP by providing operational services and support.
• Receive fraud related enquires and investigate the case with required details like FAB card (Debit/Credit /prepaid card transaction) Account related transaction/ Pay it Wallet transaction, CC TV footage request by coordinating with internal FAB fraud departments and stakeholders.
• Back office support to all UAE branches and departments for Accounts openings & account Maintenance related activities for Retail, ELITE & GPB (ISL & Conventional ) segment.

SERVICE

• Carry out the functions with full integrity to ensure that all requests received are attended promptly, efficiently, and there is no breach of service agreements.
• Priorities all the police and legal request received for account or amount blocking and unblocking / Issuance & Cancellation of MC / Court Letter / STO- Create/Cancel etc.
• Ensure that set up date SLAs are in place with all our stakeholders and ensure that agreed services level are met.
• Escalate in accordance with AMO guidelines any arears of services delivery not met.
• Manage the unit efficiently without compromising the bank policy and procedures, legal, regulatory & compliance requirement.
• Provide full support to our stakeholders and external regulation authorities.
• Design and employ effective measurement system on key process and services.
• Identify key processes for improvement.
• Analyse/develop and implement standard process turnaround for each transaction activity/services.
• Propose recommendation to AMO management to achieve the expectations of department Division, internal and external stakeholders.
• Propose idea for STP, controls and service quality, and follow up for the progress of project given to ITD/Vendor for successful implementation.
• Assist AST for handling /issuing Manager\'s cheque related activities if required.
• Joint custodian for bank documents.
• Complete any other duties and responsibilities assigned by the line manager as and when they are required.

RISK

• Manage the workflow on a day-to-day basis without compromising on the risk and service.
• Locate the area where changes are required from existing process the workload, to eliminate duplication and avoid risk. Coordinate with ITD to enhance the system and to implement the change.
• Take necessary action to prevent errors that may include system enhancements, procedures amendment, staff training, and counselling.
• Ensure BAU is managed in line with bank policy to avoid any risk.
• Ensure appropriate risk tools are used such as checklists, various reports and random sampling to help maximize the effectiveness of operational Risk Management within wholesale operations AMO.
• Ensure that all processes are in line with approved bank policy and procedures, legal, regulatory and compliance requirements.
• Ensure confidentiality.

PEOPLE

• Assess the performance of direct reports of the unit on regular basis and provide them with constructive feedback including areas of devolvement.
• Ensure that assignments, leave, rotations, training programs etc. are managed well with proper controls.
• Coordinate with various Departments such as legal, ITD, Branches, audit etc.
• Effective communication within the team and adherence to agreed turnaround times.
• Provide appropriate support for all UAE National staff, to ensure that both workload and working environments are conducive for sustained motivation and that UAE National staff are offered proper encouragement towards their career development.
• Maintain professionalism and effective communication with colleagues within the Unit and all other Departments.
• Adhere to your individual duties and responsibilities and support the team to deliver service excellence.
• Maintain collaboration between the team and other units that will ensure best service to the business and ultimately customers.

BUSINESS EFFICIENCY

• Recommend process/Policy change to the Management in order to improve process, increase efficiency, reduce risk and maximize control.
• Support project Management for structuring new products or services.
• Ensure that timely and accurate MIS are generated and submitted.

Qualifications

• Bachelor degree
• High School / Diploma in any discipline. 1 - 2 years\' experience in customer services / Call Centre. Candidate without experience will also be considered.
• Minimum 1 year experience (Preferable legal experience)
• Good Knowledge of bank policy and procedures
• Excellent communication skill in English &/ Arabic

First Abu Dhabi Bank