Manager Digital Onboarding - AOS

Job Description

Role : Manager Digital Onboarding - AOSLocation : DubaiRole Purpose:To Manage unit for Digital Account Opening (DTS, Gen Z, Gen Y)Key Accountabilities of the role Retail Account opening being a specialized field, functions in lines with the policy guidelines set by Group/In-country Compliance team in accordance with Central Bank of UAE guidelines and policy breach to which there could be financial, reputational, audit and compliance implications. Also the account opening & maintenance process is critical and has to be done in adherence to Group compliance & central bank UAE guidance and hence a specialized resource is recommended to handle this area of operations specially a person with experience of the process within the market (UAE) and also globallyIn charge of digital account opening process and related functions based on approved requests in accordance with agreed time standards, authorities and operational policies to a satisfaction level that will assist in achieving the overall division mission of operational excellenceLeading and Co-coordinating

• Managing all the New to Bank (NTB) account opening functions for Smart Banking ?GEN ?Y, GEN-Z, DTS accounts
• Managing all internal queries within the department related to policy and procedures in adherence with the Compliance and CB UAE policy & procedures
• Managing all external queries within the bank departments e.g. Complaints team, call Centre, all stakeholders in terms of policy and procedures in adherence with the Compliance and CB UAE policy & procedures
• To ensure documentation Standards are followed as per the guidelines set by internal Compliance team.
• Ensuring that banking procedures are communicated and carried out in a consistent manner which is in line with ADIB policies and procedures
• Always be updated on any change pertaining to Retail account opening in the policy or procedures rolled out by the compliance, fraud or legal team and ensure the same is shared immediately with the team and ensure implementation & adherence of the same is done by the team.
• To ensure awareness of all Banks & / or Product related Policies and procedures and their incorporation in related Manuals. Ensuring the manuals is updated on a timely basis
• Managing all Control Function Checklist as per the Banks policy
• Monitor ?SLA?s? and keep follow-ups as per SLA requirements and ensure processing is done with the agreed SLA and any breach is reported as per the escalation process.
• Ensure the department?s staff utilization is meeting the required levels.
• Ensuring the controls placed are effective and identifying & fixing any gaps in the process by means of Quality checks and sample checks.
• Ensuring the Banks SLA?s & TAT are met at all time and escalations of exceptions if any.
• Prepare appraisal report to all subordinates

Relationship Management:

• Develops a strong working relationship with the Sales Team and ensures they are informed of progress and any issues are raised immediately.
• Find best practices across the bank to implement in our process to ensure timelines and delivery standards are met and improved.
• Has good issue resolution skills and sets clear expectations with the stake holders on what is required of them.
• Handles client issues and any problems arising which can cause customer dissatisfaction and takes quick action to address them in terms of reverting & resolving customer complaints.
• Managing stakeholder?s expectations, in terms of exceptions processing and prioritizing all the urgent request received and working closely ensuring a common goal of the bank is met.
• Conducting training on how the internal processes are managed in our shop so that the front end team have a better understanding of the processes & ensuring the document submission is ?right the first time? and ensuing minimal RTS.
• Leads by example and demonstrates excellent client focus at all times.

Team working:

• Develops and co-ordinates the Internal team activities working closely with the department/stakeholders, Compliance, Fraud, Product and other fulfilment areas.
• Drives the weekly meetings with the Retail Account Opening team to maintain dialogue around the overall status of on-boarding and the key learns.
• Identifies all potential issues with individual area and escalate appropriately to avoid delays in the process.
• Encouraging the team to be more vocal during internal meetings and highlight issues they face in their daily processing.

???????Business Management

• Ensures all new customer on-boarded & maintenance performed on customer accounts are in line with customer requirements with 100% accuracy as per ADIB policies.
• Works closely with the rest of the Teams providing mutual support by training, coaching and sharing knowledge and business development best practice.
• Delivers improvement of client satisfaction and undertakes the ongoing measurement of the Relationship established with the Bank and its experience and coming up with innovative ideas of improving the same

Skills required for the role:

• Commercial Effectiveness: Including Client /Customer Focus and Commerciality
• Control Environment: Including Risk Management
• Business Skills: Including Deliver Solutions and Decision Making
• Management & Leadership: Including People Development
• Personal & Interpersonal Skills: Including Communication & Influence and Collaboration

This Job profile covers end-to-end Retail account opening for Smart Banking account openingSpecialist Skills / Technical Knowledge Required for this role:

• Good leadership skills
• Ability to remain focused.
• Ability to multi task.
• Sense of responsibility and commitment.
• Ability to work in a team setting and excel.
• Contribute to team efforts by accomplishing related results as needed.
• Strong communication
• Capacity to learn new tasks.

Keyskills :