Vice President and Head of CCS Center
Full time @Airswift posted 5 days ago in Banking & Insurance Shortlist Email JobJob Detail
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Job ID 24477
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Career Level Others
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Experience 5 Years
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Industry Banking & Insurance
Job Description
Job purpose
To manage and lead the Corporate Investment & Commercial Banking Client Services (CCS) team partnered with the CCB & IB Business Relationship team in Corporate Investment Banking (CCB & IB) group to provide operational services and support to the CCB & IB clientele allowing the relationship bankers to focus on business growth and development.
Plan, lead, organize, and control the activities of the Client Services team. These include:
• Client service and operational issues
• Staff issues
• Risk issues
• Quality improvement projects
• Business plans
• Budget and planning
• Compliance
• Communication plan
• Service level agreements (internal & external)
• Strategic decisions
Service
To put a customer-first approach always and ensure service provided to the CCB & IB clients is governed by SLAs as well as periodically review service levels by closely monitoring the team proceedings.
Endeavour to enhance client experience by developing and supporting a robust team of client-centric team members having client service expertise, skills, product knowledge, and overall understanding of banking practices and SOPs followed within the bank.
Drive consistent focus on customer service experience and ensure 100% adherence to transaction fulfilment as per TAT.
To be a proponent of good and efficient systems and gather the best banking processes and practices and adopt them to FAB to grow stronger.
Clients
To be a trusted partner and committed to our external as well as internal clients.
To meet the clients periodically along with RM and obtain constant feedback to consistently improve the internal processes in order to maximise the customer experience. Build strong relationships with relevant stakeholders within the bank by collaborating in execution of client requests.
To be a champion of the operational processes at back office and ensure to liaise with them often to ensure smooth execution of customer requests as per TAT.
Periodic interaction with internal clients and stakeholders to take performance feedback and identify opportunities for process improvement, expansion, and growth.
People
Manage team members in accordance with the policies of the bank.
Undertake regular and timely performance review of all team members ensuring to provide them with thorough feedback on their performance levels.
Identify training and development needs of team members. Key stress would be laid on development and growth of UAE nationals.
Maintain a succession plan within the team to ensure key jobs are always covered.
Conduct interviews to fulfil vacant positions with the right candidate.
Enhance the skills and knowledge levels of the staff and encourage them to be enterprising in resolving all types of customer queries. Provide inspirational guidance to the team to deliver stretched goals and critical customer requests.
Internal review with team to track process and employee performance, service levels, capacity planning, volume analysis, training needs, and process improvement.
Process
Ensure that clear processes are laid down while handling client service requests ensuring that they meet the defined time scales and match the service level commitments. Guide the team accordingly in managing client expectations and motivate the team to excel consistently in delighting the customer.
Ensure processes are documented for reference and clarity of all.
Appropriately re-visit business operations and processes and SOPs to identify areas of improvement or where value-added changes can be made.
Ensure efficient, error-free processing of transactions by the team with strict compliance to policies and within agreed SLA.
Assist other departments by providing appropriate delivery and support functions.
Work with risk management teams to ensure that day-to-day operational processes and enhancements launched comply with local regulations, bank policies, and internal procedures.
Key accountabilities
People management
Manage the effective achievement of assigned objectives through the leadership of the Client Services department by setting individual objectives, managing performance, developing, and motivating staff to maximise sectional performance.
Lead the talent development initiatives for the assigned department collaborating with technical/discipline experts and thereby ensure the availability of talent to fit business requirements.
Act as a role model and drive adherence to organisational values and ethics by employees of the assigned department to foster a value-driven culture within the bank.
Provide guidance and on-the-job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
Promote the organisation’s values and ethics in all activities within the team to support the establishment of a value-driven culture within the bank.
Budgeting and financial performance
Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.
Policies, systems, processes & procedures
Manage and ensure effective implementation of department functional policies, procedures, and controls covering all areas of assigned department activity so that all relevant procedural and legislative requirements are fulfilled while delivering a quality, cost-effective service.
Continuous improvement., GulfTalent.com, Airswift
Required skills
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