Job Purpose
Manage/supervise day to day unit functions.
Ensure meeting SLA and data quality requirements.
Monitor and control risk and fraud within the unit.
Represent AWS in new business initiative.
Providing MI/MIS unit reports

Main Tasks and Responsibilities:

1-SLA
- Ensure all transactions/Queries are processed within the agreed SLA/TAT.
- Ensure managing a satisfactory relationship with unit internal customers.
2-Processing Quality
- Ensure unit maintains agreed processing error rate.
- Ensure regular error & rework reporting and analysis.
- Ensure identifying training needs.
3-Productivity management
- Identify staff training needs and develop internal training.
- Weekly/Monthly/Yearly MIS & KPI reporting.
- Monitoring the risk within the unit and report any such.
- Maintain accurate productivity MIS using the systems / tools available.
- Develop productivity regular report with analytic to the current, future resources plan and current flexitime position.
- Develop resources plan on a regular basis(weekly, monthly & yearly)
- Monitor unit productivity on a daily basis and take corrective actions to improve both individual and unit productivity.
- Develop multi task environment within the unit members.
- Maintain weekly productivity meeting with the unit team members
- Ensure the TAT reports for remedy raised through AWS Remedy are monitored on daily basis.

4- Performance management
- Attend to regular performance review (monthly, quarterly, midyear appraisal & yearly appraisal).
- Maintain accurate and complete individual performance tracking history.
- Maintain accurate performance actions history.
\xef\x82\xb7 Produce analytic performance report at both individual & unit level.
- Propose performance corrective plan.
- Organize regular performance recognition ceremony to address high /exceptional performer/achiever.

- Appoint potential future department assistant team leaders/team leaders and produce development plans.
- Provide coaching to individual on career & performance management.

5-Team management
-Ensure monitoring team attendance.
- Ensure accurate and advanced annual leave planning/ day off.-

- Ensure adherence to bank policy, behaviour competencies and frame work.
- Develop multi task environment within the unit members.
-Day to day coordination with other team leaders on resource planning and staff allocation.
- Manage unit recruitment process.

6- Risk control
-Attend to regular audit report and address any observations
- Maintain zero open audit observations by the dead line.
- Identify any potential risk/fraud and take precaution action.
- Ensure monitor unit activity against AML policy and fraud free.

7-Processes & procedures
- Identify any weakness /possible improvement into the existing processes and initiate necessary changes.
- Identify improvement to the systems in use and initiate necessary enhancement.

8-MIS and reporting
- Provide analytic MIS, KRI, and KPI.
- Provide analytic weekly error report with historical data /MIS and develop corrective action plan
- Provide analytic process risk assessment, system risk assessment and initiate enhancement requirements.

Skills

Experience and Qualifications:

Minimum Education Level
University degree preferably in Banking/Commerce (MBA would be an advantage)

Professional Qualification
Advanced Computer Skills, Business Communication Skills (written & spoken English/Arabic), Report Writing Skills ,MIS reporting skills, Analytical Skills, Supervisory Skills, Conflict Management Skills, People Management Skills, Process Management Skills, Operational Risk Management, Leadership Skills

Experience (indicate years of experience required for the role as well)
Minimum of 5 years in Operations function with 2 years of Supervisory experience

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