Role : Professional Officer ODD Location : Jafza / Dubai Role Purpose:
Support customers and PBG/Community Banking RMs & CROs with completing ODD journey & resolve query/discrepancies.
Ensure all MIS and trackers are duly updated on daily basis.
Ensure all periodical and adhoc data analysis are completed accurately and in a timely manner.
Support offshore team through active involvement in daily assignments i.e. completing data entry accurately, review of ODD cases & support with discrepancy resolution, as and when needed.
Ensure queries & complaints received from RMs are responded immediately and resolved within TAT
Ensure confidentiality of sensitive customer data (HNW i.e. PBG/CB is never compromised)
Conduct QA of NI, PBG & Community Banking cases
Backup of Team Leader
Key Accountabilities of the role Expected results QA checks
QA of Quality Checks done by offshore QC team (NI Segments, CB & PBG)
Maintain an error log of repeat errors, erring staff
Update MIS and publish results on daily basis
Support RMs with resolving ODD related queries and complaints
Ensure ODD cases of HNW customers are reviewed on priority. Handhold till completion, if all in order
Ensure queries, complaints received from PBG & CB RMs are acknowledged, responded and status is updated in daily tracker.
Ensure detailed investigation is conducted by validating the information in BPM, Ethix/AMBIT, FileNet & system reports, where applicable
Data Analysis & Confidentiality
Periodical analysis of ODD progress at portfolio level
Ensure strict confidentiality is maintained for sensitive customer information
Ensure customer information/documents are not shared over e-mail, except when necessary to intended recipients. Customer data on shared drive should be password protected.
Back-up of Team Leader
Active participation in stakeholder management – Business, Teach & GCD
SPOC for RFIs received from GCD and internal review teams
Specialist Skills / Technical Knowledge Required for this role:
