VP & Head of CCS Centers First Abu Dhabi Bank FAB

JOB PURPOSE:

To Manage and lead the Corporate, Investment & Commercial Banking Client Services (CCS) Team, partnered with the CCB & IB Business Relationship Team in Corporate Investment Banking (CCB & IB) Group, to provide operational services and support to the CCB & IB clientele, allowing the Relationship Bankers to focus on business growth and development.

Plan, lead, organize and control the activities of Client Services team. These include: -

1. Client Service and Operational Issues
2. Staff Issues
3. Risk Issues
4. Quality Improvement Projects
5. Business Plans
6. Budget and Planning
7. Compliance
8. Communication Plan
9. Service level Agreements (Internal & External)
10. Strategic decisions

Service

• To put Customer First approach always and ensure service provided to the CCB & IB clients is governed by SLAs as well as periodically review service levels by closely monitoring the team proceedings.
• Endeavour to enhance client experience by developing and supporting a robust team of client-centric team members having client service expertise, skills, product knowledge and overall understanding of banking practices and SOPs followed within the Bank.
• Drive consistent focus on customer service experience and ensure 100% adherence to transaction fulfilment as per TAT.
• To be proponent of good and efficient systems and gather the best banking processes and practices and adopt them to FAB to Grow Stronger

Clients

• To be a trusted partner and committed to our external as well as internal clients.
• To meet the clients periodically along with RM and obtain constant feedback to consistently improve the internal processes in order to maximise the customer experience. Build strong relationship with relevant stakeholders within the bank by collaborating in execution of client requests.
• To be a champion of the Operational processes at Back Office and ensure to Liaise with them often to ensure smooth execution of customers request as per TAT
• Periodic interaction with internal clients / stakeholders to take performance feedback and identify opportunities for process improvement, expansion, and growth

People

• Manage team members in accordance with the policies of the Bank.
• Undertake regular and timely performance review of all team members ensuring to provide them with thorough feedback on their performance levels.
• Identify training and development needs of team members. Key stress would be laid on development and growth of UAE Nationals.
• Maintain a succession plan within the team to ensure key jobs are always covered.
• Conduct interviews to fulfil vacant positions with the right candidate.
• Enhance the skills and knowledge levels of the staff and encourage them to be enterprising in resolving all types of customer queries. Provide inspirational guidance to the team to deliver stretched goals and critical customer requests
• Internal review with team to track process and employee performance, service levels, capacity planning, volume analysis, training needs and process improvement