Senior Associate Officer-AOS-Retail Operations

Job Description

Role : Senior Associate Officer-AOS-Retail OperationsLocation : Abu DhabiRole Purpose:

• In charge of department AOS Maintenance for staff and private banking & cheque book management process across all business segments in ADIB.
• Strategic management and delivery of transformation, digitalization and process improvements related to Staff and Private Banking customer maintenance and services and E2E cheque book issuance and management process.
• The subject Ops lead will own the project delivery and support Retail Ops in achieving the overall mission of operational excellence by extending support in driving strategic initiatives resulting in improved customer experience, higher automation and STP% in the process
• Management of processes initiated through multiple originating Channels i.e. Internet Banking, Mobile app, Walk in Customer at branches, Gen-M, ADIB Direct, business service teams, SAP ARIBA etc.
• Stakeholder management with delivery of the agreed Services in a multi-Location format (UAE, Off-shore locations)

Key Accountabilities of the role

• Manage the offshore/ onshore team staff and private banking maintenance and cheque book management processes within the agreed TAT.
• Ensure to Provide timely Management Information on various processes, WIP and productivity details.
• Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level and improving process.
• Ensure Complaints are addressed within SLA agreed with business and Service units. Key learning from these are updated back in process / with the team.
• Manage Sample Quality Checks are conducted in line with Compliance / Fraud Control / internal policy requirement for continuous improvement of process for maintenance, new to bank and business banking customers.
• Ensure control are put in place to minimize errors / Fraud and Delays in the process
• Ensure the originations process is carried out in a timely manner as per Operational / Credit / Risk / Business / Regulatory policies
• To ensure all records management policies of the bank are adhered to at all times.
• Provide strategic input on proposition and product design across the business cases, case review, management presentation and control investment.
• Lead and develop team members through transparent and effective communication, development plans and reward and recognition practices.
• Good working relationship with all stakeholders.
• Managing the key RBO Projects
• Drive project management for AOS maintenance and cheque book process conducting UAT & designing the E2E process flow with enhanced controls & maximizing the automation to increase STP%
• Ensuring Process improvement related inputs are shared with the team members & implementation brings in Time save & enhances the control with the process
• Active participation on the Centralization activities for RBO, ensuring documentation , designing & execution of the E2E process is completed
• Ensure offshore processing is completed without SLA Breach & no Customer impact.
• Develop enhanced reports for better control on the process
• Coordinate between RBO teams, management and other departments and business units for any issues related to RBO tasks
• Undertake any additional assignments / projects entrusted by the line management and complete them as per requirement

Results Required

• Timely response and advice to the queries of prospective customers, and relationship managers.
• Monitoring operational process documentation and suggesting improvement system wherever necessary
• Ensure response and advice to the queries of prospective customers, relationship managers and senior?s stakeholders.
• Ensure the QC/QA feedback is shared with the teams.
• Ensure the team is updated on latest policy/compliance or legal changes.
• Conduct spot checks on the processed cases to ensure the policy is adhered
• Track the report on the completion of the daily processing to ensure the TAT is met

Specialist Skills / Technical Knowledge Required for this role:

• Experienced in handling policies & products and customer service, KYC, AML compliance, screening of customers, etc.
• Abilities in ensuring Regulatory Compliance Standards are met across the entire organization
• Technical skills / Competencies
• Good knowledge of retail business and functionality.
• Strong financial analysis skills coupled with analytical skills
• Multitasking
• Strong interpersonal and communication skills
• Drive for results
• Self confidence
• Strong Project Management Skills
• Capacity to learn new work system?s procedures
• Proactive , dedicated and cooperative team worker
• Knowledge of the bank?s products, services, policies and procedures and/or other specialist knowledge required to undertake the role

Keyskills :