Assistant Manager/Team Leader – Wholesale Online Banking
National Bank of Abu Dhabi
Total years of experience :22 years, 7 Months
• Ensure that the team is strictly following the standard procedures and call etiquettes while handling customer query (e-mail & calls)
• Support Manager - Wholesale Online Banking in daily operations and maintain call service levels
• Support Mobility Business Banking to maintain all agreed service level with other departments and branches
• Maintain proper attendance record and ensure to follow the standard policies for planned/unplanned leaves
• Conduct team meeting to discuss the issues and provide necessary support and guidance to resolve the same. Provide innovative ideas for marketing campaigns and prepare the business case with full analysis of impact of campaigns in terms of revenue and customer experience
• Handle the marketing broadcastings preparations with the coordination of CCD and NBAD Compliance
• Prepare necessary arrangements for marketing campaigns according to the Mobility Business Banking Marketing Calendar
• Taking ownership and responsibility of assigned tasks & contribute towards team work to attain department targets and strategy
• Performs other e-Channel project related duties pertaining to Mobility Business Banking
• Recommend for process change which will improve the daily operations and department revenue
• Conduct semi-annual competitor analysis
• Conduct Market Analysis and Bench mark Analysis
• Identify new business development area to enhance customer online experience
• Ensure smooth operations of international banking services extended and supported by Internet Banking staff
• Scrutinizing international internet banking activities, Audit reports & transaction journal to implement security and control as per operating procedures
• Ensure completion of all daily jobs assigned to Snr. Officers & Officers and completion of their respective daily jobs checklist
• Recommend and implement changes/update for enhancing international banking services. Devise and support various marketing schemes and initiatives to increase international banking users and channel usage
• Liaison with international branches to resolve all nbadOnline applications, passwords, resets and other international banking related issues
• Monitor system related (Intellect, Prime etc.) activities of Internet Banking Staff
• Formulating management strategies and developing products and implementing them, Conduct onsite/offsite presentation of new international banking portal
• Evaluate, test and implement with ITD cooperation any new version of software/service to enhance nbadOnline functionality
• Ensuring that daily and other routine jobs performed regularly are as per nbadOnline policies and procedures
• Monitoring all the online financial transaction related tasks are handled with at most care and ISO standards to avoid any delay in processing and attending the respective customer queries
• Handling all critical issues with regards to online transactions
• Provide necessary MIS reports to AM - IBU with regard to online transactions and recommend for promotions
• Ensure all the failed transactions are handled on timely manner and contacted the customer s to provide necessary support
• Provide tele/email support for all the online transaction related queries
• Identify the area of improvement and suggest the process improvement
• Delegation of tasks to Financial Transactions team and monitoring member’s performance with regards to online transaction query and issues
• Ensure that all the necessary tasks are completed on daily basis
• Provide necessary support AM - IBU for all the new system/process enhancements
• Providing support to all customers for resolving their online transaction related problems and escalating to the concerned departments if needed
• Coordinate/Follow up with CPD/other departments for all online transaction related queries
• Ensure all the secure and unsecure emails pertaining to online transactions received from customer/nbadOnline and other department is attended and completed before end of the day
• Reconciliation of pending remittance with CPD on end of the day
• Conduct various market/competitor analysis to identify the area of improvements
• Daily monitoring of failed transactions and contact the users to provide necessary support
• Ensuring that daily and other routine jobs performed regularly are as per nbadOnline policies and procedures
• Verify the user background for exceptional requests
• Creating retail and corporate online access
• Assisting nbadOnline corporate and retail customer queries and request thru phone
• Attending secured and unsecured corporate and retail customer queries and email request
• Ensuring task assign by Administrator is completed on daily basis at EOD
• Calling and verifying corporate and retail customer online financial transactions
• Calling and assisting corporate and retail to do an online financial transactions if their having problems by checking the failed online financial transactions reports
• Maintain a log file that will be used as a reference for pending issues forwarded to other department and follow on the same
• Manage and leads the team to achieve department goals and procedure.
• Ensure to execute all payments instruction received through UAE branches accurately on priority basis in order to provide best customer service
• Control and monitor the work flow by taking into consideration all kinds of risks, in our day to day activities and develop control procedures according to new changes to avoid risks.
• Execute allocated jobs independently with minimum intervention of the supervisor.
• Processing of local, FOREX and cross currency transactions.
• Posting for large amount of cross currencies.
• Posting payment instruction systematically and accurately in Intellect system
• Releasing SWIFT messages.
• Settling all corresponding bank charges
• Processing the inward payments
• Dealing for the large inward amount of cross currencies.
• Internal transfer from dollar account to dirham account for big companies.
• Processing Vostro Accounts.
• Posting of all rejected inward clearing cheques in intellect system.
• Technical checking of cheques.
• Signature verification of cheques using intellect system.
• Posting of return cheques.
• Encoding outward clearing cheques using cheqmate system thru NDP Unisys machine.
• Assisted Funds Transfer Assistant Manager and Manager Centralization in consolidating all suspense accounts used in clearing department.
• Encoding of outward clearing cheques in the system.
• Checking of encoded cheques.
• Downloading of checked batches from the system.
• Inward checking and Technical checking of cheques.
• Credit card payment authorization.
• Fulfillment and dispatched of debit cards for UAE, Jersey, Oman, Kabul and Qatar.
• Troubleshoot and provide solutions to routine hardware and software problems.
• Coordinate hardware repair with outside vendors.
• Maintain hardware inventory using asset management tool.
• Ensure the adherence of IT policies and procedures.
• Diagnose hardware, software, printing and network connectivity issues, including LAN, WAN, in a Windows environment, offering level 1 and 2 solutions.
• Data updating in the server as per company instruction.
• Participate in the establishment of department goals and the implementation of policies procedures and performance standards to achieve these goals.
• Install and maintain the system in good order to resolve the problems encountered by the users in order to ensure that the end user system is always operational and fully meets the business requirements of the company.
• Update the inventory and maintenance schedule upon completion of the installation, and provide maintenance service in time so as to keep the equipment in good order.
• Formatting, partitioning and configuring hard disks.
• Provided training to sales team on implementation of new system.
• Prepare reports as required on a regular basis.
• Ensure backup of Server are performed as scheduled.
• Restoration of data to the server using back up tape.
• 24/7 on call.