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

• Coach and counsel the MO & CS team individually and collectively toward improved performance/quality.
• Identify and prioritize problems and solve them promptly and effectively.
• Regulate on all matters related to policy and procedures.
• Manage the entire Middle Office & Client Services teams across the different FABS branches in the UAE.
• Proactively recommend and implement corrective actions where appropriate.
• Assist external and internal audit by meeting all their requirements and necessary documentation that relates to clients.
• Meet / Assist the Regulator (SCA) on any requirements and necessary documentation that relates to clients.
• Generate new ideas and original solutions to improve business standards.
• Train Middle Office & CS team on implementation of policies and procedures.
• Liaise with UAE financial markets (ADX & DFM) higher management on improving customer excellence.
• Manage middle office and client services institutional desk to ensure appropriate implementation of policies and procedures across FABS.
• Liaise with HNWI and retail trading desk to engage clients to actively trade.
• Contribute in creation of FABS operating manual for middle office and client services.
• Insure that all FABS trading account documentation are maintained according to group policies.
• Manage the Online Trading system and liaise with ITD and vendors on improvements.
• Implement FAB procedure on dealing with client complaints, and ensure swift action to satisfy clients.
• Establish strategic objectives for area of responsibility, aligned with FAB/ FABS strategy and objectives.
• Prioritize effectively and execute tasks in a high-pressure environment and manage multiple and changing priorities simultaneously.
• Responsible to plan, execute, and finalize programs of projects according to strict deadlines.
• Liaise with FABS EXCO on implementing strategic objectives.

Qualifications

• 8 - 12 years\' experience in customer service specifically in financial services.
• Fluent in written and spoken Arabic and English.
• Proven leadership skills within technical/ customer support desk function.
• Demonstrate track record of improving customer satisfaction and driving change.
• Excellent analytical and problem-solving capabilities.
• Good knowledge of project management methodology, Excellent planning and organisational skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment and to manage multiple and changing priorities simultaneously.
• Strong communication and interpersonal skills across diverse groups of people - verbal and written.

Additional Information

Preference for Candidates with UAE experience in Financial Brokerage firm

First Abu Dhabi Bank