Specialist, Business Banking - Emiratized

• Evaluate Existing Business Processes & propose Process Improvements
• Creates processes and integrates voice of the customer insights into cross-functional action plans.
• Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues
• Formulate & manage end to end process for all customer communication

Internal Collaboration

• Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit
• Develops relationships and coordinates with team members and other departments to meet client service expectations.
• Support implementation of KYC related projects and initiatives
• Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA.
• Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.

Customer Acquisition Support

• Analyses and reviews of new applications and recommends cases in view of prescribed policy.
• Checks availability and validity of supporting ID and legal documents, verifies attestation of origin al documents, applications, employment and contact point.
• Does the data entry in relevant on boarding system.

Customer Service Support

• Supports assigned team in opening of new accounts for customers and coordinates.
• Works closely with the assigned team on day-to-day relationship management activities and ensure offering high quality services according to the banks standards.
• Audits and reviews original documents and assure that they are filled and saved.
• Ensures all regulatory, audit and compliance requirements are in place and all the internal control s are in order to maintain highest standards of operational efficiency minimize the operational losses and reduce the number of near misses.

• Graduate with at least 3 years relevant local market knowledge in retail banking product and services
• Sound compliance, ops or product or sales governance background
• Customer obsessed, change focused pragmatist
• Good communication & interpersonal skills