Operations Officer-ODD (Outsourced)

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
   

1. QA of Quality Checks done by offshore QC team (NI Segments, CB & PBG)
2. Maintain an error log of repeat errors, erring staff 
3. Update MIS and publish results on daily basis

1. Ensure ODD cases of HNW customers are reviewed on priority. Handhold till completion, if all in order
2. Ensure queries, complaints received from PBG & CB RMs are acknowledged, responded and status is updated in daily tracker.
3. Ensure detailed investigation is conducted by validating the information in BPM, Ethix/AMBIT, FileNet & system reports, where applicable

1. Periodical analysis of ODD progress at portfolio level
2. Ensure strict confidentiality is maintained for sensitive customer information
3. 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.

1. Active participation in stakeholder management – Business, Teach & GCD
2. SPOC for RFIs received from GCD and internal review teams

 
Specialist Skills / Technical Knowledge Required for this role: