- Coordinates with Branch Network to ensure high service level and improve customer experience.
- Ensures and applies all MIFT controls and ADIB policies and procedures.
- Provides head of corporate and SMEs services with the MIS reports showing all transactions that executed during the day along with complain status and preventive actions.
- Follows up with concerned Dept. to ensure finalizing the transactions according to the SLA.
- Arranges with RMs to visit the customers in order to have strong relationship with them
- Provides clients with excellent service being the corporate bank top tier customers.
- Assists in monthly submission reports to Head of Corporate and SMEs service units showing all the transactions that were done along with complain status and preventive actions.
- Tracks TAT for all VIP transaction to ensure achieving a high level of service.
- Communicates with Ops Processing units to ensure efficient transaction executions process as well as prompt feedback upon completion.
- Communicates with VIP customer and immediately escalate to senior management whenever required.
- Involves Relationship Managers and business heads in TID (Transaction in Difficulty) whenever exist.
- Ensures that the staff follows up the MIFT guidelines procedure documents.
- Generates Exceptions report on weekly basis to ensure that all exceptions are timely regularized along with proper approval.
- Checks on the Call-back records and ensure that the staffs are following the MIFT Procedures.
- Ensures all complaints are resolved on time and effective prevention plans are in place for each.
- Creates staff awareness and adherence to policies and procedures.
- Prepares the second line staff to handle high level of responsibilities.
- Manages wholesale customer accounts transactions.
- Monitors other Depts. to ensure that all transactions were done on time.
And any other assigned tasks.
Minimum Qualifications:
- University/College Degree in Finance, Economics OR any relevant discipline
- Min of 3+ years of previous experience in banking operations & customer service.
Job specific Skills:
- Customer Service Skills
- Good communication and interpersonal skills
- Awareness of bank’s product and different bank channels procedures.
- Team work skills
- Good Analytical & judgment skills
