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Executive - Central Operations Islamic Job

Date:  22-Dec-2021
Business Unit:  Service Delivery
Job ID:  1003

Job Purpose

• To manage and lead a team of Operations Unit Managers, Operations Senior Officers and Call Centre manager ensuring the efficient functioning of the assigned section(s) in line with specified Bank procedures and service standards in compliance with regulatory and Bank requirements.


• To provide strategic operations and service delivery oversight and direction and ensure that the respective business/product delivery platforms are optimized and effectively operating into an integrated platform; efficiencies, scales and synergies are leveraged, and staff are appropriately utilized and developed.


• To provide day to day consultative support to business functions in areas of Corporate and Institutional Banking Operations, Retail and Branch operations, Operational Risk, Information Technology and Security, Product development unit, credit units and HR so as to safeguard their operational risk whilst ensuring high quality service standards to end users.


• To provide operational support to Retail banking and branch operations in terms of processing, supporting ad hoc projects, product roll outs and driving controls in branch operations.
 

Key Accountabilities

• To lead a team of operational staff in a Centralised Operations in Fujairah, Branch operations environment and Call Centre ensuring that service standards, legal and regulatory requirements are met as per agreed standards at all times.


• To work closely with the Business and ensure that the service delivered is of top quality in line with industry standards and that customer needs are being attended to according to service level agreements.


• Create meaningful MIS and Metrics to continuously monitor and improve efficiency and effectiveness of the unit. Conduct monthly track reviews on cost and identify saving opportunities.


• To review and re-engineer business processes continuously and introduce efficiencies in service delivery by exploring opportunities for improving Turn around Times, optimize cost and deliver enhanced customer experience.


• To effectively manage the utilisation of resources within the team including work flow planning and manpower resource planning to ensure adequate resourcing at all times.


• Responsible for human resource management Within operations. Identify key talent and succession plans for  critical roles.
 

Other Accountabilities

• To ensure that all necessary training specific to the role is documented and available to all staff.


• To ensure that the Bank’s standards in relation to quality and customer service are adhered to at all times, benchmarked with best in class in industry and exceptions are escalated immediately. Ensure plans are in place for bridging the gaps with industry standards.


• Develop Emiratis and increase Emiratisation, by identifying and recommending positions that can be emiratised within areas under control and then providing required support to the new and existing employees.


• Immediate escalation and documentation to the Head of Operations and the Head of Operational Risk and Compliance of any breach, risk or loss event suspected through real time incident reporting’s.  Conduct Root Cause analysis and implement corrective actions arising from such cases and any other reviews. 


• Monitor the effectiveness of the Bank’s call centre and drive continuous trainings, enhancements and improvements based on VOC.


• To be an effective member of the bank’s Operational Risk committee (ORC).
 

Other Accountabilities

• Continuous engagement with the Operational Risk & Compliance unit to drive periodic Risk and Control assessments, address gaps on identified risks, ensure compliance with AML and sanctions guidelines and related training.


• Coordinate Business Continuity Plan across all Fujairah region units and initiate periodic testing.


• Drive enhancement of the Fujairah operations platform by working closely with Head of Operations, COO and the Head of Retail and Fujairah region.


• Provide support to the Head of Operations and Chief Operations officer on special projects.


• Work closely with the Fujairah regional manager and other business units to ensure that a high level of service is provided to various Fujairah Government entities on their day to day banking needs.


• Act as one of the back-up SWIFT security officer.


• Act as the back-up for Head of Operations.

Job Context

To keep up to date with industry and regulatory changes effecting the unit and to make appropriate plans to comply with such including continuous reengineering of processes, training or development for the team.
Drive change initiatives across the organisation, lead a culture of innovation, adaptability, flexibility and responsiveness.
 

Education

A minimum degree (Bachelors) in a business related field or equivalent
A recognised qualification or certification in Operational risk, Compliance, Internal Audit or Law

Experience and Skills

Work Experience
 A minimum of 15 years of banking experience of which at least 8 years in managing people/teams
Specialist Skills Required for the Role
 Excellent communication skills (both written and verbal)
 Attention to Detail and Quality Standards
 Interpersonal Skills
 Ability to manage a diverse team
 Problem Solving and Effective Decision Making
 Excellent computer skills

Behavioural Competencies

Change and Innovation - Expert
Communication - Expert
Delivering Value - Expert
Empowering and developing self and others - Expert
Evaluating and Solving Challenges - Expert
Results Orientation - Expert
Vision and Strategy - Expert
Working and collaborating with others - Expert

Technical Competencies

Core and Regulatory Banking Systems-Service Delivery- Advanced
Customer Service- Service Delivery-Expert
Data Management-Service Delivery-Advanced
Policies and Procedures-Service Delivery-Expert
Process Re-engineering-Service Delivery-Expert
Product Knowledge and Documentation- Service Delivery- Advanced
Transaction Processing and Control- Service Delivery- Proficient


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