VP & Head of CCS - Centers (Emiratised Role)

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry. 

Job Purpose

To Manage and lead the Corporate, Investment & Commercial Banking Client Services (CCS) Team, partnered with the CIB Business Relationship Team in Corporate Investment Banking (CIB) Group, to provide operational services and support to the CIB 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: -

1. Client Service and Operational Issues
2. Staff Issues
3. Risk Issues
4. Quality Improvement Projects
5. Business Plans
6. Budget and Planning
7. Compliance
8. Communication Plan
9. Service level Agreements (Internal & External)
10. Strategic decisions

Service

• To put ‘Customer First’ approach always and ensure service provided to the CIB 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 maximize 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 covered at all times.
• 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, Bank's policies and internal procedures

Key Accountabilities

The key objective of the job holder would be to manage the CIB Client Services Team in CIB by building and developing a coherent platform of financial and non-financial transaction-based services for the CIB clients of the bank, ensuring that each interaction of the client with the bank is enhanced and meeting the client expectations.

This Team also serves the objective of freeing the Relationship Managers from operational activities justifying them to focus on new and enhanced business growth.

The job holder would engage with business and clients to provide advisory service to educate clients on account services and capabilities, usage of e-channels, banking regulations and regulatory requirements as specified by the relevant authorities.

1. Manage and control all operational and administrative activities of Client Services ensuring client service requests are actioned in a timely and appropriate manner without any exposure to financial or reputational risks to the bank.  
2. Build and maintain relationship and coordination with other stakeholders / departments within the bank involved in the process of service delivery.   
3. Manage internal and external relationships to ensure that quality services are consistently provided.   
4. Provide active Leadership and Management support to the Team Leaders and Dept. On the whole, to ensure that allocated responsibilities in respect of all procedures and operations are discharged effectively. 
5. Draw and maintain Service Level Agreements with clients and internal stakeholders in order to manage client expectations.  Review the SLAs at agreed frequency to ensure smooth operations and scheduled delivery of services.
6. Implement process improvements and change initiatives which lead to greater operational efficiency ensures that quality services are consistently provided.  
7. Continuously appraise the stakeholders the areas of improvement or where value-added changes can be made.  
8. Responsible to drive the benefits and service obligations for any Quality Improvement initiatives undertaken. 
9. Manage people in accordance with the policies of the Bank.   
10. Undertake training need analysis and Performance Review of Staff at regular intervals to encourage Staff in order to meet Service and Risk obligations.   
11. Develops and maintains an appropriate succession plan to ensure that key jobs are covered at all times.
12. Develops a system of Control Risk Assessment for internal use.   
13. Establish dynamic management and financial controls to minimize or, where possible, eliminate exposure to financial, legal or reputational risk to the Bank. 
14. Monitor client issues and grievances and resolve or provide solution.   Also work on mitigating the factors that resulted in the client complaint/ grievance.
15. Timely and effective communication to be maintained with clients and internal stakeholders.
16. Manage up-to-date records of all correspondences and handle/ resolve queries and service requests.

Complaint Management and Call back processes

• Logging of all CIB complaints and ensure first-hand resolution of the same
• To enhance the Customer Experience Centre
• To ensure that Call backs are monitored with highest quality standards

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

Policies, Systems, Processes & Procedures

• Manage and ensure effective implementation of department functional policies, procedures and controls covering all areas of assigned department activity so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service

Continuous Improvement

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

Reporting

• Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards. 

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 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.

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