Company Description

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.



There are 3 main purposes of the job. * Revise and implement Group Operations strategy for Consumer and Private Banking segments, in collaboration with other enabling functions.

• Govern and control end-to-end operational activities for the aligned business segments, ensuring sustained speed and quality in service while operational risks are managed effectively.
• Pro-actively manage the operational efficiency of the operational floor on/off-shore, encompassing all direct and indirect costs, as well as resource utilization.
• As a thought-leader, influence business decision-making by presenting proposals to drive value for business processes, based on facts and data related to operations such as cost, turn-around-time, operational risks.

The Head of CONSUMER & PRIVATE BANKING OPERATIONS is responsible for working closely with the Group Operations overall and the Consumer & Private Banking Business Lines to define, plan and drive forward the successful delivery of the GCOO\'s and the Bank\'s strategic plans.

The job holder will seek guidance and advice from Head of Group Operations on business mandates, strategic prioritization, financial control and operational improvements to deliver on department goals and objectives.

The role holder will lead a diverse team of 100+ people, located in- and outside UAE.

Following accountabilities are non-negotiable in the role:

Strategy Development and Implementation

• Direct the implementation of an Operations strategy for Consumer & Private Banking segments, in line with the overall Group Operations strategy and the guidelines set by the Head of Group Operations.
• Ensure that functional strategy and related strategic plans are developed and implemented
• Ensure the provision of subject matter expertise for the assigned domain and provide counsel to the Group leadership on all related areas to facilitate the achievement of Group Operations\' strategy and functional strategies.
• As and when needed, engage decision makers, systems owners and department heads to understand business, financial and operations requirements and translate those into actionable agenda for the different functional units held under direct responsibility

Service Delivery

• Ensure regular monitoring of operational and financial performance to meet stated operational KPIs and objectives.
• Lead the continuous improvement of operations processing cycle times in order to ensure high levels of customer satisfaction, quality of service and speed of service.

Operational Efficiency & Process Improvement

• Ensure that adequate controls are in place through a consistent and streamlined maker-checker structure, in order to achieve error-free processing and fast turnaround in delivery.
• Develop and review SLAs jointly with internal clients in order to understand their needs and provide the required support at the set standards.
• Lead the study of the existing efficiency and effectiveness levels of operations processes and make recommendations for re-engineering the same based on market benchmarks and organisational strategies, in order to optimise operational efficiency.
• Ensure the provision of subject matter expertise for the assigned domain and provide counsel to the Group leadership on all related areas to facilitate the achievement of Group Operations\' strategy and functional strategies.
• As and when needed, engage decision makers, systems owners and department heads to understand business, financial and operations requirements and translate those into actionable agenda for the different functional units held under direct responsibility

Service Delivery * Ensure regular monitoring of operational and financial performance to meet stated operational KPIs and objectives.

• Lead the continuous improvement of operations processing cycle times in order to ensure high levels of customer satisfaction, quality of service and speed of service.

Operational Efficiency & Process Improvement * Ensure that adequate controls are in place through a consistent and streamlined maker-checker structure, in order to achieve error-free processing and fast turnaround in delivery.

• Develop and review SLAs jointly with internal clients in order to understand their needs and provide the required support at the set standards.
• Lead the study of the existing efficiency and effectiveness levels of operations processes and make recommendations for re-engineering the same based on market benchmarks and organisational strategies, in order to optimise operational efficiency.
• Develop and lead the implementation of operational functional policies, systems, processes, procedures, and controls so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.

Leadership

• Achievement of functional objectives by setting goals and targets for teams and their leaders, managing their performance, and motivating them to maximise performance.
• Act as a role model and drive adherence to organisational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the Group.
• Manage conflicts pro-actively and de-escalate for resolution
• Manage and develop key relationships with the key internal stakeholders/ businesses and enablement partners relevant for the role, to address their operational needs and to ensure that these relationships continuously support the achievement of the Group operations strategy.
• Ensure strong alignment among Operations, IT teams and Business teams.
• Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements.
• Hire the best talent possible for the team, as per approved head counts

Change Management

• Lead the management of change through continuous improvement of functional systems, processes and practices considering global standards and changes in the business environment which demand proactive action plans.

Financial control and reporting

• Manage department budget, track budget utilization; negotiate contracts and handle commercial management of 3rd party resources.
• Ensure that all functional reports are prepared timely and accurately and meet Group requirements, policies and quality standards.

The CONSUMER & PRIVATE BANKING OPERATIONS department is accountable for delivering the following services at a minimum; however the scope of work can change given the business imperative such as centralization of activities and/or off-shoring. Please refer to the job description for each for more details.

• Account Management Operations (for Consumer & Private Banking customers & Bancassurance)
• Conventional & Islamic Loans Operations
• Cards, ATM & CDM Operations
• Legal Court, VAT, Police & Dormancy Operations

Qualifications

An ideal candidate for the role has the following competencies:

• BA in Banking, Business Economics, Commerce or Finance.
• 15 years\' experience in banking operations & project related engagements at a senior level.
• Experience in managing large teams.
• Ability to be effective member of steering committees related to the job. Experience in project/program steer is required.
• Processes re-engineering experience.
• Knowledge of all types of mainstream banking products.
• Demonstrated competence in International Banking Set-ups with various hubs/branches
• Knowledge of CB guidelines and other international regulatory authorities.
• Project Management, planning and strategic thinking.
• Experience in using Operational Risk Tools.
• Pro-change & embraces vagueness

First Abu Dhabi Bank