Job Purpose
- Process requests received from UAE police and legal authorities, including account-blocking and amount-blocking requests.
- Investigate fraud-related enquiries involving debit cards, credit cards, prepaid cards, account transactions, Payit Wallet transactions, and CCTV footage requests.
- Coordinate with internal departments and stakeholders to obtain the required information and complete investigations.
Key Accountabilities
Policies, Systems, Processes and Procedures
- Follow all relevant departmental policies, processes, standard operating procedures, and instructions.
- Ensure work is performed in a controlled and consistent manner.
- Demonstrate compliance with the bank’s values, ethics, and governance standards.
Continuous Improvement
- Identify opportunities to improve systems, processes, and operational practices.
- Contribute to productivity improvements, efficiency initiatives, and cost optimization measures.
Reporting
- Assist in preparing timely and accurate reports and management information in line with departmental requirements and quality standards.
Service Delivery
- Handle all requests promptly and efficiently while ensuring compliance with service-level agreements.
- Escalate service-delivery issues where required.
- Ensure compliance with bank policies, procedures, legal requirements, and regulatory standards.
- Provide operational support to internal stakeholders and external authorities.
- Monitor and improve transaction turnaround times and service quality.
- Identify and implement process improvements and best practices.
- Support automation and straight-through-processing initiatives.
- Coordinate with Information Technology and vendors to support project implementation.
- Resolve operational issues and stakeholder queries.
- Act as a joint custodian for bank documents.
- Undertake additional responsibilities assigned by management as required.
Risk Management
- Manage workflows without compromising risk controls or service quality.
- Identify process gaps and recommend enhancements to reduce operational risk.
- Coordinate system and process improvements with relevant stakeholders.
- Implement corrective actions to prevent operational errors.
- Ensure business activities comply with approved bank policies and procedures.
- Utilize risk-management tools, reports, and controls to strengthen operational oversight.
- Maintain confidentiality and data security at all times.
People and Teamwork
- Coordinate effectively with Legal, Information Technology, Branches, Audit, and other departments.
- Maintain effective communication and adherence to agreed turnaround times.
- Support UAE National employees in their development and growth.
- Maintain professionalism in all interactions.
- Collaborate with colleagues and business units to deliver excellent service.
Business Efficiency
- Recommend policy and process changes to improve efficiency and strengthen controls.
- Support projects related to new products and services.
- Ensure accurate and timely management information reporting.
Qualifications and Experience
- Bachelor’s degree.
- Minimum 1 year of relevant experience, preferably in Legal Operations.
- Good knowledge of banking policies and procedures.
- Arabic language proficiency.
Key Skills
- Legal and Police Operations
- Fraud Investigation
- Risk and Compliance Management
- Stakeholder Management
- Process Improvement
- Operational Controls
- Report Preparation
- Problem Solving
- Communication Skills
- Arabic Language Proficiency
- Attention to Detail
- Team Collaboration
