Manager, Complaints Management First Abu Dhabi Bank FAB

The Operations Processor is responsible for managing transaction processing for a specific product or functional area, ensuring quality and timeliness in line with bank policies, regulatory standards, and SLAs. Key responsibilities include:

• Performing error-free transaction processing and monthly reconciliations.
• Ensuring compliance with internal procedures, local and international regulations.
• Maintaining accurate records and acting as custodian for security items and customer documents.
• Supporting daily operations, preparing reports for decision-making, and assisting in departmental initiatives.
• Upholding the highest standards of internal and external customer satisfaction.
• This role requires strong attention to detail, risk awareness, and the ability to work efficiently in a high-volume environment.

Minimum Qualification

• Bachelor s degree

• Minimum graduation with relevant market knowledge, Banking, Product & Services including background of credit & collection

• Good communication (written) & Interpersonal skills

Minimum Experience

5 years of banking experience

Strategy Development and Implementation

• Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.

Change Management

• Contribute to the management of change through identify continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.

• Proactively identifies and provides solutions for any strategic delivery risks and issues

• Articulates and strategize initiatives into an actionable roadmap across Businesses highlighted through customer feedback, or other key transformation initiatives

• Track list of initiatives identified as part of the Root Cause Analysis, and ensure delivery to the agreed timeline

• Delivers high quality output in a timely manner by checking the progress of the initiatives against timelines and output against the quality parameters set by the Group

• Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

Reporting

• Contribute in preparing all functional reports related to complaint when required & ensure it meets FAB requirements, policies and quality standards.

• Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities