Job Description

JOB DETAIL Job Purpose To handle , support and resolve routine inbound transactional queries from customers in Corporate, Business banking and Retail SME segments
Achieve timely and accurate completion of work in line with specified procedures and delivering quality customer service in line with agreed service standards, utilizing available resources. Key Accountabilities

• Support the team and Senior Manager-BSG, when needed in independently planning, developing carrying out a range of activities within a pre-assigned section(s) to ensure that the work assigned has been completed within specified timelines and accurately, in line with all specified internal and external guidelines, policies, procedures and rules and train team members as and when required. The team activities include the following:
• Handling of customer queries and responding to the queries as per the standards set by the Bank CSQC , UBF and Central Bank guidelines
• Trade License Renewal follow ups with clients
• Supporting other Initiatives by the unit

Ensure responding to internal and external customers promptly and courteously always providing adequate clarification on the information being given. Undertake other duties at a similar level or at a higher as below and as required when requested by line management covering the following :
Procedure Manual:

• To support drafting of BSG Procedure Manual, regularly review the SOP and amend as and when a new process is implemented.
• Support in the review/amendment of Service Level Agreements

Preparation of Reports and Presentations:

• Preparation of daily and weekly reports
• Support Preparation of the final sheet for Monthly BSG report data consolidation, finalizing individual trackers) and sharing this with all stakeholders.
• Preparation of ad-hoc reports and presentations pertaining to the Unit as required/requested by Line Management

Preparation/Creation of Unit Templates:

• Creation of all team templates as and when required by any of the activities managed by BSG (excel trackers, reports, email communications to customers both external and internal, Letters, presentations, etc.).
• AD-HOC activities as required

Other Accountabilities Prepare and comment on, as appropriate, reports/statistics (including error reports) requested by line management and any other relevant statistical or other information deemed relevant to the section(s) assigned.
Relieve/support a unit during unplanned leave of absence by any team member by performing the tasks involved in that particular section of BSG (i.e. Trade License Desk, Insurance Desk, Priority Clients Desk, Mortgage Valuation Desk, Rental Assignment)
Suggest/propose, as appropriate, changes/enhancements to improve the efficiency and effectiveness of the Unit's activities and the Bank as a whole.
Resolves process problems and trouble shoots and performs verification/investigation of information outside normal procedures as required and in the absence of the Senior Manager.
Immediate escalation to the Sr. Manager of any breach, risk or loss event suspected.
Perform user acceptance testing pertaining to BSG as and when required
Participate in business continuity recovery team activities
Support the Senior Manager in recruiting team members as and when required.
Support the Sr. Manager in the on-boarding of new team members (preparation of job description, collation of documents for submission to HR and safekeeping of copies for future requirement, on-boarding requirements like desk, office stationeries, access card requirements, etc.) as and when required. Other Accountabilities Job Context

• Assist in operational roll out of new services by interacting with cross functional teams
• Maintenance of MIS of various processes within the team

Education High School at the min but with 3 year's prior exp in banking operations or Diploma level (or equivalent) with 2 years prior banking operational exp for UAE Nationals. A University degree with at least 3 years prior banking operations exposure for Expats Experience and Skills

• Basic computer skills
• Good customer servicing and interactions skills
• Good English language aptitude
• Knowledge of various Operation back office functions
• Good command in MS office applications including (Word, Excel, and PowerPoint)

Job Types: Full-time, Permanent Salary: AED5,000.00 per month Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• banking operations: 4 years (Preferred)
• Handling of customer queries: 4 years (Preferred)
• o support drafting of BSG Procedure Manual: 4 years (Preferred)