Senior Manager - Operations.Corporate Operations-Trade CAM

1

Job Title

Manager CIBG Ops CCAM

Department

CIBG Operations

Direct Supervisor

Vice President, Senior Manager, Transformation Lead-CIBG Operations

Pay band

K+

2

Job Purpose

The incumbent is responsible for delivering world class support to the CIBG & IBG Businesses and proactively driving the E2E digital transformation of key client journeys & support activities, including Customer Onboarding up & maintenance across multiple platforms.

This job will be responsible to lead, manage, and develop multiple teams of varying levels of role complexities working in a remote working environment and located in various MGN locations.

3

Dimensions

Mashreq CIBG & IBG Products: Customer Onboarding & Maintenance.

Operating Budget

• K+
  
  

Number of Staff

• 20
  
  

Capital Exp. Budget N/A Geography

UAE, Qatar, Kuwait, Bahrain, HK & Oman

4

Key Result Areas

• To effectively manage day-to-day planning, operations and problem solving to ensure high quality service delivery for CIBG & IBG customers in line with agreed service level agreements across customer onboarding, Fixed Deposit & account Maintenance journeys.
• Effective manage and drive all change impacting the customer onboarding and Maintenance processes.
• Delivery of key project work stream initiatives based on agreed objectives and project success criteria for each work stream assigned
• Ensure partnerships with CIBG & IBG business and product teams to drive solutions for improved customer experience, efficiency, and quality service delivery.
• Driving efficiency through continuous identifying process and activity changes along with delivery of benefit realization.
• Optimize staff productivity and provide coaching and counseling whenever required. Job rotation, cross training, performance management and training needs and all other people related activities.
• Ensure that units operating procedures are clearly documented, reviewed and up to date. Processes reviewed and effective controls are in place to mitigate risks and safeguard the bank and its customers.
• Ensure that all managed units function in a controlled environment and achieve and maintain a satisfactory Audit Rating and Nil Operational losses.
• Proactive involvement & project engagement to ensure successful delivery of Mashreq's strategic projects through detailed plan developed for Ops deliverables.
  
  

5Operating Environment, Framework and Boundaries, Working Relationships

• Operates in complex environments that are characterized by diverse local and international regulations thus requiring multi-jurisdictional knowledge.
• In-depth familiarity with banking law and practices as well as MB policies and procedure and systems.
• Develop excellent working relationships with all stakeholders in multiple locations, Branch Management, Departmental Managers, other Officers without compromising on independence and professionalism.
• Develop a structured approach for identifying & documenting potential risks and appropriate monitoring & controls.
• Proactive engagement, partnership, governance & escalation with relevant stakeholders.
  
  

6

Problem Solving

• Be the catalyst in driving effective solutions to complex issues.
• Ensure necessary training/guidelines are provided to relevant team managers for handling exceptions, and maintenance of an effective level of control at all times.
• Provide solutions in areas of complex changes required to automate processes.
• Ability to analyse root cause of problems and define escalation processes and to track problem resolution.
• The position has to deal with unstructured and complex problems related to customers, which will need to be resolved by coordinating with multiple stakeholders.
• The position needs to manage the work-related issues faced by the team members in their everyday activities and challenges that stem from inter-departmental interactions.
  
  

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Decision Making Authority & Responsibility

• Authority to manage the units in a way that optimizes productivity and efficiency keeping in view the established operating procedures of the bank.
• Contribute to the development of products, systems policies and procedures related to compliance and Sanctions at bank-wide level.
• Broad authority to recommend process reviews, technology changes and modifications across all related functions across the Bank.
• Identify opportunities and implement ideas for improved controls, error reduction, and improved internal and external CX.
• Remain up to date with all compliance and regulatory changes and recommendations to ensure appropriate implementation.
  
  

8

Knowledge, Skills And Experience

• Role holder will have a thorough and in-depth understanding of functionality of Corporate Banking Operations
• General Banking knowledge and presentation skills.
• A minimum of 12 years experience.
• Excellent communication and conflict management skills.
• A strong operational background and clear understanding of banking process operates.
• Strong team management skills
• Good knowledge and understanding of local regulatory rules and legislation, and various international requirements.