AVP & Manager, CCS IB & Government (Trade) (Emiratised Role) First Abu Dhabi Bank FAB

• Organize and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.

• Provide on-the-job training and constructive feedback to assigned team members to support their overall development.

• Promote the FAB s values and ethics in all activities within the team in order to support the establishment of a value driven culture within the bank.

• Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.

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

• Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies and quality standards.

• Ensure efficient error free processing of transactions with strict compliance to policies and within the agreed SLAs.

• Minimize operations risks for the Bank by ensuring that all transactions that are processed comply fully with underlying customer or internal instructions.

• Ensuring conformance to internal procedures / policies / guidelines and local and international norms and regulations as applicable

• Undertaking all daily-processing activities related to a particular product or sub function in CCS

• Coordinate with other departments by providing appropriate delivery and support functions

• Providing periodical reports and management information for effective decision making

• Must be able to maintain a culture of discipline and open communication within the team

• Pursue opportunities for enhancing operational efficiencies, customer service and operational controls by identifying process improvements

• Support in enhancing and modifying the existing procedures, systems, analyse and resolve non-routine operational problems often requiring research and involvement of other functional experts

Specific Accountability

• The key objective of the AVP of CCS would be to monitor day to day team performance as a liaison between clients and other internal departments of the bank, specifically Relationship team.
• AVP CCS would manage the team to enhance the client experience by assuring service quality and providing the CIB Relationship team with operational and administrative support.
• AVP CCS would also provide advisory service to educate the direct reports and developing their skills
• To target zero complaints, minimum 95 pct adherence to TAT standards as agreed with business.
• To achieve more than 90% satisfaction score in the internal customer survey.
• To target Nil unauthorised breaches in Policy/regulatory requirements and SOPs.
• To obtain minimum of Satisfactory rating in all audits - INA/RMU/OCS/Self-assessment.
• To target Nil breaches in housekeeping (reconciliations, tracers, DCFCL etc.).
• To continuously review client and competitive landscapes in the region and recommend best practices and creative approaches for enhancing customer experience
• AVP CCS will manage CIB clients which includes
• Act as first escalation point to client service requests and manage to provide appropriate service either directly or by interacting with other Internal Departments or branches.
• Attend to complex transactional client issues and grievances and resolve and provide solution.
• Monitor the team performance to mitigate the factors that resulted in the client complaint/ grievance
• Support the business in any remediation projects
• Monitor Service Level Agreements with clients in order to manage client expectations.
• Review the SLAs at agreed frequency to ensure smooth operations and scheduled delivery of services.
• Assure timely and effective communications to be maintained with clients and internal stakeholders.
• Accountable for all custodian items and spot-check reports as per bank policies and procedures
• Propose any areas of improvement guarding the risk factors attached to them.
• To monitor the team to assure back hand support to Operations teams on:-

• Trade products

• E channels related issues

• Client Correspondence

• Exception handling

• Review transactional referrals and ensure deviation/clarifications are addressed by customer and/or adequate approval is in place as per the delegation authority prior to sending transaction for processing.

• Sign-off on trade related documents and bank letters in accordance with the delegation authority.

• AVP CCS will specifically manage

• Customer Complaints Monitoring for the entire CIB and ensure that they are resolved by the CCS team within the agreed SLA.

• To analyze with the stakeholders for the root cause and ensure non-repetition

• MIS and analytics for the CCS

• To manage and assist in enhancing Customer Experience Centre from CCS transactional experience

• To manage the Calls and call backs efficiently with Managers from CCS