Specialist, Business Banking - Emiratized

• Evaluate Existing Business Processes & propose Process Improvements 
• Creates processes and integrates voice of the customer insights into cross-functional action plans. 
• Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues 
• Formulate & manage end to end process for all customer communication

Internal Collaboration 

• Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit 
• Develops relationships and coordinates with team members and other departments to meet client service expectations. 
• Support implementation of KYC related projects and initiatives 
• Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA. 
• Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.

Customer Acquisition Support 

• Analyses and reviews of new applications and recommends cases in view of prescribed policy. 
• Checks availability and validity of supporting ID and legal documents, verifies attestation of origin al documents, applications, employment and contact point.
• Does the data entry in relevant on boarding system.

Customer Service Support 

• Supports assigned team in opening of new accounts for customers and coordinates. 
• Works closely with the assigned team on day-to-day relationship management activities and ensure offering high quality services according to the banks standards. 
• Audits and reviews original documents and assure that they are filled and saved. 
• Ensures all regulatory, audit and compliance requirements are in place and all the internal control s are in order to maintain highest standards of operational efficiency minimize the operational losses and reduce the number of near misses.

• Graduate with at least 3 years relevant local market knowledge in retail banking product and services 
• Sound compliance, ops or product or sales governance background 
• Customer obsessed, change focused pragmatist 
• Good communication & interpersonal skills