Sr. Officer Customer Services Job

Dubai, United Arab Emirates

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Job Description

To manage a team within a pre-assigned section in Central Operations with a view to ensuring the efficient functioning of that section, achieving timely and accurate completion of work in line with specified procedures and delivering quality customer service in line with agreed service standards, utilising available resources.

Key Accountabilities

Independently plan, develop, carry out and supervise 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.
Respond 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 required when requested by line management
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.
To make suggestions as appropriate to improve the efficiency and effectiveness of the Bank\'s procedures

Other Accountabilities

Resolves process problems and trouble shoots and performs verification/investigation of information outside normal procedures.
Immediate escalation to the Manager Operations of any breach, risk or loss event suspected.
Perform user acceptance testing pertaining to operations
Perform business continuity recovery team activities

Other Accountabilities

Job Context

Assist in operational roll out of new products by interacting with cross functional teams

Education

High School at the minimum but with 3 year\'s prior experience in banking operations or Diploma level (or equivalent) with 2 years prior banking operational experience

Experience and Skills

Basic computer skills
An understanding of AML within the UAE and Central Bank regulations relating to transactional processing
Good English language aptitude

Behavioural Competencies

Change and Innovation - Basic

Communication - Basic

Evaluating and Solving Challenges - Basic

Results Orientation - Basic

Working and collaborating with others - Basic

Technical Competencies

Core and Regulatory Banking Systems-Service Delivery- Proficient

Customer Service- Service Delivery-Advanced

Data Management-Service Delivery-Advanced

Policies and Procedures-Service Delivery-Expert

Product Knowledge and Documentation- Service Delivery- Proficient

Process Re-engineering-Service Delivery-Basic

Transaction Processing and Control- Service Delivery- Advanced

National Bank of Fujairah

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