Job Description

Company Description

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We're in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you'll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger - together.

Key Accountabilities:

Governance & Risk Management:

Liaise with Internal Audit, Compliance, and operational risk to remediate issues. Responsible for institutionalizing procedures and controls within the segment to assure compliance with applicable regulatory and legal requirements as well as good business practices Keep updated with regulatory changes and identify impact on the business pro-actively. End to end responsibility for OR incident management and RCSA - from origination to closure and subsequent update of processes to avoid future irregularities. Act as the key point of contact between the business and Compliance, Legal, Ops Risk, AMO, and ITD Coordinate the Operational Risk Management and Business Continuity (BCM) initiatives within BBG Support governance related activities for BBG in line with the bank principles as required Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA. Support implementation of KYC related projects and initiatives Adherence to Risk Framework & Audit Operational Policy & Process Support the Onboarding/KYC team to process KYC New to Bank (NTB) & refresh cases; and ensure all KYC/AML/CDD/EDD requirements are completed as outlined by Group Compliance; while adhering to Bank standards, Policies and Procedures Assist senior management in the implementation of Department's action plan by owning the respective objectives and delivering outcomes

Process & Project Management:

Formulate & upgrade SOPs, SLAs, and other requisite documentation. Work closely with Credit, Policy and risk team to develop diligent policy and process documentation. Further upgrade and update policy & TM RAC basis business opportunity and market dynamics. Design a competitive incentive structure & Sales contests and further monitor the adherence. Lead all projects related to governance and risk viz., TESS, KYC remediation, facility restructuring, limit module migration Support the ongoing reviews of BBG DOAs Authorized signatories and operationalization of activities, in line with organizational structure Support coordination between BBG and Group Internal Audit (GIA) to ensure that all outstanding audit comments are properly addressed and closed by the respective Businesses in a timely manner Support the team in the role as focal point for any BBG related requests received from applicable regulators; in particular the Central Bank of the UAE (CB UAE) and UAE Securities & Commodities Authority (SCA). Support the team in delivering management of Alerts, by facilitating the flow of information between the various stakeholders for the appropriate management of alerts (AML, RFI, Sanctions) Supports the implementation of major transformation programs Early warning infrastructure deployment for all business banking products

Customer Excellence:

Formulate & manage end to end process for all customer communication Custodians for all marketing related tasks for BBG Work closely with all product managers, area managers and segment heads to develop an organized annual marketing plan Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members, product managers and relevant stakeholders. Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit

Job Context:

Evaluate Existing Business Processes and Governance documents Create Documentation Outlining Process Improvements Manage Improvement Teams and Implementation Processes Conduct Ongoing Analyses & update Department Procedures and Policies Creates processes and integrates voice of the customer insights into cross-functional action plans Drives the provision of an effective and robust complaint handling training and competence scheme that enables employees to deliver fair outcomes to customers. Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues Signs-off for any process changes, product and service developments and external customer communication Formulate & manage end to end process for all customer communication Custodians for all marketing related tasks for BBG

Frameworks, Boundaries & Decision-Making Authority:

Governance Process excellence Risk Management Process management Customer experience

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Qualifications

Graduate with at least 3 years relevant local market knowledge in retail banking product and services Sound compliance, ops or product or sales governance background Prior experience in digitization and process excellence Customer obsessed, change focused pragmatist * Good communication & interpersonal skills