Assistant Vice President
First Abu Dhabi Bank
Total des années d'expérience :19 years, 0 Mois
Certified Course Leader by Ron Kaufman - Up your Service College
Course 100: Achieving Superior Service.
Responsibilities
•Implement the Service First Education strategy across FGB.
•Facilitation of Service First Training and working with
approximately 100+ VIP Customers a day
•Manage around 400 remittance requests per day
•Manage 30 Customer queries per day
•Manage 200 Account Maintenance requests per day
•Responsible for 20 to 30 New CA, SA & TD Accounts
•Maintain regular contact with Heads of Business units, Team leaders, RMs and Important customers.
•Attend to management team meetings and engage in implementation of decisions
•Represent CPC where Clarifications, explanations are required for actions of the department
•Achieve Emiratisation Target
•Resolve 90% of Complaints with in TAT and maintain customer satisfaction
•Transaction management within TAT
•Customer services - reduce complaints by 50% of the previous year
•Compliance with internal policies and guidelines
•People management - enhance performance level and improve job satisfaction
•Reduce error rates
Transaction
•Manage the overall transaction process within units by coordination with Unit Managers, checking complex transactions as and when necessary
•Provide expertise to units with regard to processing
•Constantly seeking to improve operational processes/procedures by analysing current methodologies and making appropriate recommendations to appropriate personal within the bank
•Ensure there is no revenue leakage and financial losses to the organization by seeking to achieve a zero error rate for all transactions
•Responsible for exercising due diligence in ensuring there is no money laundering/accommodation transactions
•Interact with treasury dealers in coordination with RMs to obtain the accurate/appropriate rates in order to deliver value to customers at the best possible rates and ensure no revenue leakage
•Interact with Business Banking Group and Treasury to resolve customer and credit issues and acquire approvals as necessary
•Follow process guidelines, TAT and SLA in document handling for all sections
•Reduce overtime and staff working after hours by working smartly and adhering to processes and time management
Compliance and Operation
•Ensure - by providing expert support to units in all areas of transaction management - the unit receives a low risk audit rating
•Manage the units, that all transactions are managed within the boundaries of the bank’s operating policies, procedures and international banking requirements.
•Conduct root cause analysis for occurring problems in processes, procedures/customer issues and take corrective action as necessary
•Analyse, develop, right procedures and processes within the unit
•Check, approve all transactions and in particular complex transactions which fall outside the normal scope
•Provide expertise within the unit to ensure that it is well protected and has a low risk audit rating
People Management
•Coordinate with Head of Retail and Head of Corporate Banking to ensure training of team members in products, procedures and rules to achieve required standard of quality and productivity
•Manage, motivate and appraise staff within units to ensure highest level of performance, providing corrective actions as necessary
•Share knowledge with and coach within units in standard and international banking practices ensuring that they are keeping abreast of all local regulatory requirements
•Developing performance plans for each staff and monitoring process subsequent to any training attended
•Ensure that all staff deliver their objectives on time and to the required standard
Centralised Credit Operations
Responsibilities
•To manage and assist Credit Administration Senior Manager in day to day operations of Credit Administration of mainly CIB and CMB customers at Centralised Credit Operations in UAE.
•Managing daily operations of securities and limits structuring maintenance.
•Limits of Authority granted to me of Loan, Overdraft & Security Maintenance including Cross Branch up to AED 200, 000, 000/-.
•Preparation of Facility Offer Letter in accordance with approved CARM.
•Monitoring progress on Bad and Doubtful accounts related correspondence and Returns.
•Organising, preparation and submission of various GHO and CB Returns.
•Deliver excellent service to internal and external customers through the centralized credit operations structure.
•Physically checking of securities received and ensuring they are in accordance with approval terms and are enforceable.
•Liaison with clerk and check draft facility letter in line with approval terms.
•Co-ordinating and arranging reports on time. Liaise with clerks and check returns for correctness.
•Liaison with ARM's, internal and external lawyers and ensure regular follow up on correspondence.
•Contribute to the development of subordinate staff by providing regular guidance and counseling by periodic discussions and counseling.
•Ensuring all audit recommendations are implemented and complied with no repeat recommendation by conducting regular checks.
as a Processing Team member - Corporate Banking Unit
Responsibilities
•Procedures Application: Apply up- to date knowledge of all relevant procedures in order to perform processing related tasks as per laid down guidelines and norms.
•Transaction / Information Processing: Verify and process transaction / information in a timely, efficient and accurate manner in order to deliver service within stipulated turnaround period
•Procedural Compliance: Process all transactions/ information as per the procedures in order to deliver error free results.
•Customer Queries: Address internal and external customer queries in a timely, courteous and effective manner to ensure customer satisfaction.
•Data Update: Update databases regularly to ensure availability of updated data or information needed for accurate processing / reporting.
•Reports/ Returns: Prepare appropriate reports/ return for timely submission to management for verification and further action.
•Documents: prepare the offer letter along with that the security documents which are required to be given to the customer.
•Checking: checking the documents if it's as per legal and the banks role, along with customer signature.
•Disbursement: disbursing the loan after checking the outstanding.
•IPO: preparing the IPO’s.
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Responsibilities:
•Preparing documents required for disbursal of loan / facilities.
•Preparing business profitability related statements (monthly and quarterly)
•Maintaining and updating portfolio statistics.
•Preparing various reports as may be required by management from time to time.
•Preparing part of the (CLP) Credit Letter Proposals.
•Preparing the Balance sheet and the group position situation for the Accounts.
•Updating the filing system for the department.
•Maintain master files of bank policies, circulars, handbooks etc.
•Preparing reports and correspondence on computer.
•Attending telephones and taking messages, faxing and filing.
•Maintaining personnel records - attendance, leave, passport/visas details and updation, staff personal files and staff benefits.
•In charge of office stationery and staff refreshments requirement.
•In charge of the petty cash and preparing the expense statements.
•Handling incoming and outgoing mail.
•Fixing appointments for the manager and attending visitors in his absence.
courses: Institute for Banking & Financial Studies (IFS Diploma program