VP & Head of CCS Centers- IB DNE- and GlobalSubsidiaries UAE (Emiratised Role)

JOB PURPOSE:

To Manage and lead the Corporate
Investment & Commercial Banking Client Services (CCS) Team
partnered with the CCB & IB Business Relationship Team in
Corporate Investment Banking (CCB & IB) Group to provide
operational services and support to the CCB & IB clientele
allowing the Relationship Bankers to focus on business growth and
development.

Plan lead organize and control the
activities of Client Services team. These include:
-

1. Client Service and Operational
   Issues
2. Staff Issues
3. Risk
   Issues
4. Quality Improvement
   Projects
5. Business
   Plans
6. Budget and
   Planning
7. Compliance
8. Communication
   Plan
9. Service level Agreements (Internal
   & External)
10. Strategic
    decisions

Service

• To
  put Customer First approach always and ensure service provided to
  the CCB & IB clients is governed by SLAs as well as
  periodically review service levels by closely monitoring the team
  proceedings.
• Endeavour to enhance client
  experience by developing and supporting a robust team of
  client-centric team members having client service expertise skills
  product knowledge and overall understanding of banking practices
  and SOPs followed within the Bank.
• Drive
  consistent focus on customer service experience and ensure 100%
  adherence to transaction fulfilment as per
  TAT.
• To be proponent of good and efficient
  systems and gather the best banking processes and practices and
  adopt them to FAB to Grow
  Stronger

Clients

• To
  be a trusted partner and committed to our external as well as
  internal clients.
• To meet the clients
  periodically along with RM and obtain constant feedback to
  consistently improve the internal processes in order to maximise
  the customer experience. Build strong relationship with relevant
  stakeholders within the bank by collaborating in execution of
  client requests.
• To be a champion of the
  Operational processes at Back Office and ensure to Liaise with them
  often to ensure smooth execution of customers request as per
  TAT
• Periodic interaction with internal clients
  / stakeholders to take performance feedback and identify
  opportunities for process improvement expansion and
  growth

People

• Manage
  team members in accordance with the policies of the
  Bank.
• Undertake regular and timely performance
  review of all team members ensuring to provide them with thorough
  feedback on their performance
  levels. 
• Identify training and
  development needs of team members. Key stress would be laid on
  development and growth of UAE
  Nationals.
• Maintain a succession plan within
  the team to ensure key jobs are always
  covered.
• Conduct interviews to fulfil vacant
  positions with the right candidate.
• Enhance the
  skills and knowledge levels of the staff and encourage them to be
  enterprising in resolving all types of customer queries. Provide
  inspirational guidance to the team to deliver stretched goals and
  critical customer requests
• Internal review with
  team to track process and employee performance service levels
  capacity planning volume analysis training needs and process
  improvement

Process

• Ensure
  that clear processes are laid down while handling client service
  requests ensuring that they meet the defined time scales and match
  the service level commitments. Guide the team accordingly in
  managing client expectations and motivate the team to excel
  consistently in delighting the customer
• Ensure
  processes are documented for reference and clarity of
  all.
• Appropriately re-visit business operations
  and processes and SOPs to identify areas of improvement or where
  value-added changes can be made.
• Ensure
  efficient error free processing of transactions by the team with
  strict compliance to policies and within agreed
  SLA
• Assist other departments by providing
  appropriate delivery and support functions
• Work
  with risk management teams to ensure that day to day operational
  processes and enhancements launched comply with local regulations
  Banks policies and internal
  procedures

KEY
ACCOUNTABILITIES:

People Management

• Manage the effective
  achievement of assigned objectives through the leadership of the
  Client Services department by setting of individual objectives
  managing performance developing and motivating staff to maximise
  sectional performance
• Lead the talent
  development initiatives for the assigned department collaborating
  with technical/discipline experts and thereby ensure the
  availability of talent to fit business
  requirements
• Act as a role model and drive
  adherence to organisational values and ethics by employees of the
  assigned department to foster a value driven culture within the
  bank
• Provide guidance and on the job training
  for junior colleagues and conduct knowledge sharing to facilitate
  achievement of team objectives and completion of tasks in an
  efficient manner which is consistent with operating procedures and
  policy.
• Promote the organisations values and
  ethics in all activities within the team to support the
  establishment of a value drive culture within the
  bank. 

Budgeting
and Financial Performance

• Monitor the financial
  performance of a given area of activity versus budgets and ensure
  all activities are carried out in line with the approved guidelines
  while promptly reporting on any variances to
  management

Policies
Systems Processes & Procedures

• Manage and ensure
  effective implementation of department functional policies
  procedures and controls covering all areas of assigned department
  activity so that all relevant procedural/legislative requirements
  fulfilled while delivering a quality cost-effective
  service

Continuous
Improvement

• Lead the
  identification of opportunities for continuous improvement and
  sustainability of systems processes and practices considering
  global standards productivity improvement and cost
  reduction

Reporting

• Prepare sectional
  statements and reports timely and accurately to meet FAB and
  department requirements policies and quality
  standards. 

Qualifications
:

Minimum
Qualification

• University
  Degree in Commerce or
  Banking.

Minimum
Experience

•  Minimum
  8 years experience in a Bank with an exposure to Banking
  Operations

• Knowledge of
  key Banking Operational functions and processes. Familiar with
  Banking Law and customs
• 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.
• Experienced in people
  management
• Ability to work in a fast paced
  environment where attention to detail accuracy and efficiency are
  of high
  importance.

Remote
Work :

No

Employment
Type :

Full-time

Key Skills
Marketing &
Promotions,Attorney At Law,Jni,Airlines,Art

Experience: years
Vacancy:
1