VP And Head Of CCS Centers

First Abu Dhabi Bank (FAB)

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: -

• Client Service and Operational Issues
• Staff Issues
• Risk Issues
• Quality Improvement Projects
• Business Plans
• Budget and Planning
• Compliance
• Communication Plan
• Service level Agreements (Internal & External)
• 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 organisation s 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
  
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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.