Senior Officer, CCB & IB Reference Data Group
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Key skills for this role
About the Role
First Abu Dhabi Bank FAB seeks a Senior Officer for the CCB & IB Reference Data Group to ensure service delivery processing within SLAs. The role involves handling account confirmations, capital letters, debit cards, cheque books, signature verification, and KRI/RCSA tasks.
Key Skills for This Role
Responsibilities
- Ensure calls logged to the services desk are answered promptly and logged appropriately
- Receive and dispatch tickets/requests for processing
- Perform administrative and operational duties as directed by Team Leader
- Respond to email/call enquiries within guidelines
- Handle Account Confirmation Letter, Capital Letter, Debit Card, Cheque Book, Signature Verification, KRI, RCSA and upload/review SOP in Archer System
- Apply 5S principles to maintain organized workspace
- Review transactions/applications to ensure no breach of SOP and Policies
- Assist in preparation of timely and accurate statements and reports
- Act as point of contact between stakeholders and AMO
- Investigate complaints and provide best solutions
Requirements
- Experience in administrative and operational duties in banking service delivery
- Knowledge of SOPs and SLAs
- Ability to handle account confirmation letters, capital letters, debit cards, cheque books, signature verification, KRI, RCSA
- Proficiency in Archer system
- Strong communication and problem solving skills
Full Job Posting
Job Overview
- To follow Standard Operating Procedures (SOPs) for the assigned role, assist the Team leader in ensuring Service Delivery processing activities are completed within SLAs in terms of TAT, Volume and Quality.
Key Responsibilities
- Ensure calls logged to the services desk are answered promptly and logged appropriately.
- Receive the tickets/Requests for processing.
- Dispatch/Distribute the ticket either offshore or onshore.
- Perform a variety of day to day administrative and operational duties as directed by Team Leader.
- Respond to email/calls enquiries within guidelines.
- Ensure full up to date knowledge of service delivery products and policies.
- Cover other colleagues duties in their absence/leave.
- Identify and monitor actual potential risk and take pro active measures.
- Notify senior management of any case of a serious nature.
- Ensure services desk manager is made aware of possible breach in SLAs.
- Aim to increase number of calls closed by service desk on initial call.
- Provide daily KPI to Team Leader.
Policies and Procedures
- Follow all relevant departmental policies, process, standard operating procedures, and instructions.
- Demonstrate compliance to organization's values and ethics.
Continuous Improvement
- Contribute to identification of opportunities for continuous improvement and sustainability of systems, processes and practices.
Reporting
- Assist in preparation of timely and accurate statements and reports to meet department requirements.
Service
- Carry out functions with full integrity to ensure requests are attended promptly and efficiently.
- Establish effective communications with internal/external customers.
- Contact internal customers and maintain follow up to ensure closures of requests.
- Act immediately to rectify any internal error notified.
Risk
- Ensure escalation and reporting of any identified risk and suggest mitigating actions.
- Ensure timely and effective communication with internal customers to protect bank reputation.
- Identify risk and nature of issues arising repeatedly and escalate to Supervisor/Line Manager/Department Head.
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