12 Oct
First Abu Dhabi Bank
Abu Dhabi
Company Description
Job Purpose:
- To assist in providing a high quality service desk, in line with CIB Account Services Role and responsibilities, initiate to quick resolution of complaints, acting as the first line of services desk to provide full support services to stakeholders, assisting and supporting the team leader in being a high quality service provider by resolving issues from the first contact to avoid escalations, ensuring all complaints and logs are resolved within standard timing and following up with pending cases if any.
- To follow the Standard Operating Procedures (SOPs) for the assigned role,
assisting the Team leader in all activities required to ensure the Service Delivery processing activities of the team are completed within the Service Level Agreements (SLAs) for the activity in terms of Turnaround Times (TAT), Volume, and Quality. Assisting the Team leader in solving day-to-day problems and implementing continuous improvement projects across the Team.
Key Accountabilities:
- To ensure calls logged to the services desk are answered promptly and logged appropriately.
- Receiving the tickets/Requests for processing.
- Dispatching/Distributing the ticket either offshore or onshore.
- Perform a variety of day-to-day administrative and operational duties in the processing of the Team Work as directed by the Team Leader.
- Respond to email/calls inquiries and answer their questions within the guidelines instructed by the Team Leader.
- Ensure full up-to-date knowledge and understanding of the structure of different service delivery products provided within the department and the relevant policies and procedures for such.
- Cover other colleagues’ duties in their absence/leave.
- Identify and monitor actual potential risks and take pro-active measures to control both the Bank and its Clients’ exposure to risk while reviewing any processing documentation and ensuring that all relevant details are congruent with a clean, fully completed customer application from inception of the transaction to final collection.
- To notify senior management of any case of a serious nature.
- To ensure services desk manager is made aware of possible breaches in SLAs.
- To aim to increase the number of calls closed by the service desk on initial call.
- Provide daily KPIs to the Team Leader.
Ensure full up-to-date knowledge and understanding of the structure of different service delivery products provided within the department and all the relevant policies and procedures for such.
- Ensure that work (Internal & External) is always dealt with in a respectful and professional manner that recognizes individuals’ choices, needs, and rights and encourages a working relationship based on encouragement, motivation, and support.
- Attend daily team huddles and performance board meetings to stay up to date with individual and team performance.
- Apply 5S principles to maintain an organized, clean, and tidy physical and digital workspace (e.g. orderly workstation, well-organized files, emails, and network folders) that depicts professionalism.
- Review thoroughly all relevant transactions/applications to ensure there is no breach of SOP and Policies before accommodating the transaction.
Policies, Systems,
Processes & Procedures:
- Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
- Always demonstrate compliance with the organization’s values and ethics to support the establishment of a value-driven culture within the bank.
Continuous Improvement:
- Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.
Reporting:
Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies, and quality standards.
Job Context:
SERVICE:
- Carry out the functions with full integrity to ensure that all requests received are attended to promptly and efficiently and there is no breach of service agreements.
- Establish effective/efficient communications with internal/external communications.
- Contact internal customers and maintain follow-up to ensure the closures of requests received.
- Act immediately and take appropriate actions to rectify any internal error notified.
- Act as a point of contact between stakeholders and AMO.
- Responsible to respond to business inquiries received through various channels such as HELPDESK, Phone calls, and Complaint Management System in a timely manner.
- Provide the best solutions to inquiries and complaints post-investigation & in line with the policies and procedures.
- Investigate complaints.
- Assign BAU workload ensuring even distribution, in a timely manner and within the SLA.
- Understand business requirements and prioritize requests that are urgent or run a risk.
- Act as consultants to the offshore team to provide the required support.
- Maintain stakeholders’ confidence and protect operations by keeping information confidential.
- Any other duties and responsibilities assigned by the Line Manager as required.
- Create OGL requests.
- PVR submissions.
- Complete any additional tasks assigned by management related to account services.
RISK:
- Ensure escalation and reporting of any identified risk and suggest and implement mitigating actions and controls to safeguard the Bank.
- Ensure timely and effective communication is maintained with internal customers taking utmost care in protecting the reputation of the bank.
- Identify risk and nature of issues and inquiries arising repeatedly. Ensure to escalate these identified risks to the Supervisor / Line Manager / Department Head within the Unit and be a part of the team designing the mitigating factors.
PEOPLE:
- Maintain professionalism and effective communication with colleagues within the Unit and all other Departments.
- Adhere to your individual duties and responsibilities and support the team to deliver service excellence.
- Maintain collaboration between the team and other units that will ensure best service to the business and ultimately customers.
- Ensure all staff can deliver the tasks assigned and provide on-the-job, technical & soft skill training and development if required.
BUSINESS EFFICIENCY:
- Manage the workflows efficiently with the resources available without compromising on the risk and services. Provide improvement suggestions to enhance the quality and efficiency in our work resulting in best customer service.
- Maintain highly efficient turnaround time.
AUTHORITIES:
- Act as per A & O Manual.
Job Description:
- Bachelor’s degree preferable in Commerce, Banking, or Finance.
- 3-5 relevant experience in the Banking sector.
- Thorough knowledge of bank operations & Administration.
- Good knowledge of systems and in technical areas.
- Good communication skills.
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▶️ Senior Officer- CCB & IB Account Services Helpdesk (Emiratized role)
🖊️ First Abu Dhabi Bank
📍 Abu Dhabi