Head of Private Banking Operations

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About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

We are actively seeking an ambitious professional to join our team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Oversee the entire account opening process for PBWM customers to ensure they are per approved turnaround times (TATs) and in line with regulatory and internal processes.
• Review and provide feedback to RM’s during the account opening process assisting in all possible ways in order to provide Customer experience at the highest standards.
• Oversee and manage the Investment accounts and Portfolio creation process in liaison with Investment Operations and Service teams to ensure compliance with Bank processes.
• Direct and oversee the payment operations for PBWM Customers in line with the required standards whilst safeguarding the interests of the Bank in order to deliver agreed levels of service and support to internal and external customers.
• Oversee all customer requests related to payments of select VIP/Ultra High net worth Clients to ensure they are completed accurately and within the agreed timeframes and that any deviations and customer complaints are resolved in a timely and professional manner in line with the agreed standards and Bank Policies.
• Manage the end to end process of Deposit booking, maturity and pre-closures to ensure they are handled accurately as per the Clients instructions and within agreed TAT’s while maintaining super Customer experience and service standards.
• Act a single point of contact for all operational matters relating to PBWM Clients, to ensure all related Customer journeys in PBWM operations are handled seamlessly that aims to provide superior best in class Customer experience (tracked through Net promotor Score (NPS) scores) operating in a controlled risk environment as per Bank’s policies and procedures.
• Work closely with Business RMs and other front end staff in order to provide timely operational support.
• In consultation with ADCB’s PBWM business heads, identify and execute process efficiencies, lead and support the Bank’s digitisation/automation agenda to ensure the accurate implementation of set action plan.
• Influence the continuous improvement of processes within the divisions and drive service partners in order to support and deliver efficiencies.
• Act as the subject matter expert in relation to PBWM Operations, leading, advising and assisting digital development teams in order to understand, design and set up digital, paper based and RM assisted solutions for PBWM products and Customer journeys with the sole objective of providing superior Customer experience.
• In consultation with Business, define service quality standards and drive the divisions in order to implement quality initiatives in order to support business growth.
• Manage operational risks effectively and proactively to ensure the proper implementation of controls around the processes within the Bank’s risk and incident management framework.
• Monitor important developments, especially on the local and Financial Services Regulatory Authority Abu Dhabi (FSRA) regulatory front to ensure compliance with all internal and external rules and regulations concerning investment products offering.
• Improve the overall governance and control effectiveness of the PBWM/Asset Management Division’s Operations in order to mitigate operational risk.
• Develop and maintain key working relationships with internal Business Groups, ADCB units, Group Heads, business heads, vendors, contractors and various regulatory authorities and engage with key stakeholders on strategic and tactical issues to ensure that the division’s operational capabilities adequately support their business plans.
• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance.