Senior Officer- CCB & IB Account Services Helpdesk (Emiratized role)

Senior Officer- CCB & IB Account Services Helpdesk (Emiratized role)

• Full-time
• Sub Division: Group Operations
• Division: GCOO

Job Purpose:

• To assist in providing a high quality service desk, in line with CIB Account Services Role and responsibilities, initiating quick resolution of complaints, acting as the first line of service desk to provide full support services to stakeholders, and assisting the team leader in being a high-quality service provider by resolving issues from the first contact to avoid escalations.
• To follow the Standard Operating Procedures (SOPs) for the assigned role and assist the Team Leader in ensuring the Service Delivery processing activities of the team are completed within the Service Level Agreements (SLAs) in terms of Turnaround Times (TAT), Volume, and Quality.

Key Accountabilities:

• Ensure calls logged to the service desk are answered promptly and logged appropriately.
• Receive tickets/requests for processing.
• Dispatch/distribute the tickets either offshore or onshore.
• Perform a variety of day-to-day administrative and operational duties in processing Team Work as directed by the Team Leader.
• Respond to email/call inquiries and answer questions within the guidelines instructed by the Team Leader.
• Maintain up-to-date knowledge of the structure of different service delivery products provided within the department and the relevant policies and procedures.
• Cover other colleagues’ duties in their absence/leave.
• Identify and monitor actual potential risks and take proactive measures to control both the Bank and its Clients’ exposure to risk while reviewing processing documentation.
• Notify senior management of any cases of a serious nature.
• Ensure the service desk manager is made aware of possible breaches in SLAs.
• Aim to increase the number of calls closed by the service desk on the initial call.
• Provide daily KPI updates to the Team Leader.
• Ensure all work is dealt with in a respectful and professional manner that recognizes individual choices, needs, and rights.
• Attend daily team huddles and performance board meetings to stay updated with individual and team performance.
• Apply 5S principles to maintain an organized, clean, and tidy workspace.
• Review all relevant transactions/applications to ensure compliance with SOPs and Policies.
• Demonstrate compliance with the organization’s values and ethics to support the establishment of a value-driven culture within the bank.
• Contribute to identifying opportunities for continuous improvement and sustainability of systems, processes, and practices.

Reporting:

Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies, and quality standards.

Job Context:

SERVICE

• Carry out functions with full integrity to ensure all requests received are attended to promptly and efficiently.
• Establish effective communications with internal and external stakeholders.
• Contact internal customers and maintain follow-up to ensure the closure of requests received.
• Act immediately and take appropriate actions to rectify any internal errors notified.
• Act as a point of contact between stakeholders and AMO.
• Respond to business inquiries received through various channels such as HELPDESK, phone calls, and Complaint Management System in a timely manner.
• Provide best solutions to inquiries and complaints post-investigation in line with policies and procedures.
• Assign BAU workload ensuring even distribution within the SLA.
• Understand business requirements and prioritize urgent requests.
• Act as consultants to the offshore team to provide required support.
• Maintain stakeholders’ confidence and protect operations by keeping information confidential.
• Complete any additional tasks assigned by management related to account services.

RISK

• Ensure escalation and reporting of any identified risks and suggest and implement mitigating actions.
• Maintain effective communication with internal customers while protecting the bank's reputation.
• Identify and escalate recurring risks and issues to the Supervisor/Line Manager/Department Head.

PEOPLE

• Maintain professionalism and effective communication with colleagues.
• Support the team to deliver service excellence.
• Ensure collaboration between the team and other units for the best service delivery.
• Provide on-the-job training and development as required.

BUSINESS EFFICIENCY

• Manage workflows efficiently with available resources without compromising risk and service quality.
• Provide suggestions for enhancing quality and efficiency in work processes.

AUTHORITIES:

• Bachelor’s degree preferable in Commerce, Banking, or Finance.
• 3-5 years of relevant experience in the Banking sector.
• Thorough knowledge of bank operations and administration.
• Good knowledge of systems and technical areas.