Senior Officer- CCB And IB Reference Data Group

First Abu Dhabi Bank (FAB)

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger together.

• To assist in providing a high quality service desk, in line with CIB Account Services Role and responsibilities, initiate to quick resolution of complains, acting as the first line of services desk to provides with full support services to stakeholders, to assist and support team leader in being high quality service provider, by resolving the issue from the first time to avoid escalations, ensure all complains and logs resolved within standard timing and follow up with pending cases if any.
  
  

  To follow the Standard Operating Procedures (SOP s) for the assigned role, to assist the Team leader in all activities required to ensure the Service Delivery processing activities of the team are completed within the Service Limit Agreements (SLA s) for the activity in terms of Turnaround Times (TAT) Volume and Quality, Assist the Team leader in solving day-to-day problems and the implementation of continuous improvement project across the Team.
  
  

• This section shall not be customized to reflect accountabilities, which may be unique to one role. Please use Section 5 to capture any accountabilities specific to the role that are over and above those mentioned in this section.
• To ensure calls logged to the services desk are answered promptly, logged appropriately.
• Receiving the tickets/Requests for processing
• Dispatching/Distributing the ticket either offshore or onshore.
• Perform a variety of the day-to-day administrative and operational duties in the processing of the Team Work as directed by the Team Leader.
• Respond to email/calls enquiries and answer their questions within the guidelines instructed by Team Leader.
• Ensure full up to date knowledge and always understanding () of the structure of different service delivery products provided within the department and the relevant policies and procedures for such.
• Cover other colleagues duties in their absence/leave.
• Identify and monitor actual potential risk and take pro-active measures to control both the Bank and its Clients exposure to risk while reviewing any processing documentation and ensure that all relevant details are congruent with a clean, fully completed customer application from inception of the transaction to final collection.
• To notify senior management of any case of a serious nature
• To ensure services desk manager is made aware of possible breach in SLA s.
• To aim to increase the number of calls closed by the service desk on initial call.
• Aim to increase.
• Provide with daily KPI to Team Leader. Ensure full up to date knowledge and always understanding () of the structure of different service delivery products provided within the department all the relevant policies and procedures for such.
• Ensure that work (Internal & External) is always dealt with in a respectful and professional manner that recognizes individual s choices, needs, and rights and encourages a working relationship based on encouragement, motivation, and support.
• Attend daily team huddle and performance board meeting, for being up to date with individual and team performance.
• Handling Account Confirmation Letter, Capital Letter, Debit Card, Cheque Book, Signature 
• Manage the work flows efficiently with the resources available without compromising on the risk and services. Provide improvement suggestions to enhance the quality and efficiency in our work resulting in best customer service.
• Maintain highly efficient turnaround time.

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