Job Purpose
To manage the Retail Credit approvers to ensure all credit applications are processed as per Retail Credit policy, authority matrix & to agreed SLA’s / TAT’s. Ensure that all RCIT staff are fully aware of the bank’s credit policy. Review / monitor Retail credit portfolio through dashboards to ensure that exposure is within agreed limits.
• Train staff and ensure that critical Emiratization roles increase. Keep the team motivated and engaged as measured by engagement surveys.
• To lead the transformation towards digitalization and automation, including exploring AI led solutions for a retail approval system. End to end automation for improved customer experience is a critical responsibility.
• Take ownership of governance including central bank’s policies, application and behaviour scorecards, MIS of the portfolio and resolution of findings by internal audit.
Key Accountabilities
•Processing
• Assure processing of all applications received from the sales channels as per SLA.
• Manage distribution of applications within RCIT team to ensure SLA’s are met.
• Assure all applications are processed as per Retail Credit policy & authority levels.
• Attend all issues related to the special packages offered to the company as well as the promotion offered to different organizations.
• To advise sales channels accordingly of declined applications (& request for further documentation) including decline reason as per TAT.
• Identify exceptions to policy & prepare documentation for higher approval as per authority policy & matrix.
• Manage retail assets portfolio and consolidating the achievements to retail management.
• Review, confirm & process applicable invoices from vendors via Pacman system (Valuators, AECB etc.)
• To prepare yearly /monthly / weekly and daily MIS reports related to retail portfolio to show approved / declined applications & status of portfolio.
• Responding to queries raised by sales channels regarding retail products.
• Maintain & distribute to sales channels the Target Market list (TML) and approve list of company for lending retail product.
• Receive and summarize recommendation from the branches and collecting all the required documentation related to company's information for approval as listed company.
Compliance
• Ensure that local regulatory compliance functions are in place and monitored properly.
• Ensure that business risks and controls are well managed.
• Compliance with code of conduct.
• Complying with the policies of the Bank while performing in the role.
• Monitor portfolio performance to identify potential PD / NPL & conduct regular reviews with Remedial team to minimise.
• Monitor and follow-up with the branches regarding the overdrawn and past dues accounts.
• Risk & Compliance training, closure of high and medium risk IA items within agreed timelines, compliance towards the Bank's Risk & Compliance Policies, ORMF and Information Security policies within the Department. Achievement of Well managed KPIs
Other Accountabilities
Service Quality
To provide high quality service to sale channels /customers.
To achieve set targets in terms of SLA’s for sales channels / customer transactions.
Early identification of VIP customer issues to enable quick resolution & approval via authority matrix to ensure high level of customer service to VIP customers.
Monitoring the prompt service have been provided to the sales channels /customer and any complaints will be dealt with utmost importance & within TAT.
Provide concise & one-time responses to sales channels with reference to applications declined or requiring re-work.
To ensure full documentation provided to Operations to enable efficient disbursement.
Conduct regular meetings with Sales, Operations & Remedial to identify & resolve issues.
Conduct regular meetings with RCIT staff to resolve issues, improve efficiency & create professional working environment.
To provide high quality service to branches, Priority team & DST.
To achieve set targets in terms of service standards for branches transactions
Responding to queries raised by branches/DST regarding retail products.
To ensure unit capacity / availability to process applications as per TAT / SLA
CRM Objectives
• Create and maintain a compliance culture through maintenance of the Compliance Risk Management framework within the business.
• Coordinate and assist in regulatory and other audits, sample testing of compliance monitoring undertaken by the Compliance Representatives.
• Ensure timely completion of compliance management actions and timely submission of accurate compliance reports, including the execution of monitoring actions.
Internal & External Training:
• Organize training for RCIT staff based on training gaps identified, Minimum three trainings to be completed per staff per year.
• Should be organized and conducting for self as well as RCIT also emphasize on UAE national training with HR coordination.
• Handle career planning and professional performance management.
• Weekly /monthly meetings related to RCIT issues/front line / OPS
• Retail credit eLearning, trainings and awareness sessions.
• Ensure IDP, & capacity plans are updated.
Branch Visits
RCIT representative to visit all branches a minimum of 2 times per annum to highlight any process change, understand issue faced at frontline & take necessary action to resolve
Financials
Staff capacity of RCIT as per budget. Continuous process enhancement to handle higher volumes.
Variance on Budget (cost, staff, NPL) not to exceed 10%.
Innovation - Introduce at least one idea to improve process or reduce cost
Business Continuity Plan (BCP)
• Responsible for ensuring proper Business Continuity Plan (BCP) is in place. All laid down processes in the plan are followed in case of a disaster situation.
Other Accountabilities
Job Context
To review Retail Credit applications through to approval of the products as per Retail Credit policy & authority matrix & to ensure VIP customer application issues are identified & resolved immediately.
Participate in PWC’s or other committee forums to enhance RCIT processes / policy reviews & recommendations.
Education
Experience and Skills
• Skills
• Leadership skills to lead and motivate a team of underwriters.
• Strong analytical skills.
• Attention to detail.
• Creativity in terms of meeting customer demands with existing products.
• Excellent communication skills in Arabic & English (write, speak & read)
• Understanding of technology to automate the approval process
• Education level
• Graduate degree from a recognised university
• Work Experience
• 15 years’ experience in Banking & minimum 10 years’ in a Retail Credit role.
• Ability to speak fluent English / Arabic
• Good knowledge of local banking regulations.
• Good knowledge of all retail credit products
• Should have advanced PC skills (MS Office & spread sheet)