Post graduate in Marketing & Business Management, and with over 20 years of diversified experience with renowned multinationals. IMC is a vision that evolved from her knowledge of how individuals play a key role in business successes.
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Head Operations
Job Purpose (state concisely the overall objective of the job)
To manage Trade Finance / Customer Services Operations team as per NBF
procedures and Regulatory guidelines with prime objective of providing highest
level of Customer Services and Trade advisory services by leading, motivating,
training and directing the team of Managers. Ensure effective procedural checks
and controls are in place and periodically perform capacity planning management
of available resources.
Report to (job title) Subordinates (job titles of direct subordinates to this
role)
Head of Operations
Manager Customer Services – Abu Dhabi
Manager Customer Services – Musaffah
Manager Trade Finance
Job Accountabilities and Responsibilities (list a maximum of ten activities)
• Responsible for all operations transactions relating to the area, ensuring
they are handled as per the NBF procedures and where discrepancies noted are
escalated and rectified.
• Ensure staff authorise transactions as per delegation of authority approved by
Head of operations. Advisor to staff, customers and marketing team on all
matters handled in the operations area (including Trade Finance).
• Ensure AML guidelines are understood by the staff and are strictly followed.
Suspicious transactions are promptly escalated to Head of Operations and Head of
Compliance.
• Ensure all activities are carried out as per NBF procedure manual and adhere
to the agreed performance standard for the services handled.
• Responsible for monthly balancing of accounts, MIS reporting, movement of
obsolete records to off site storage and proper management of transaction files
handled by staff.
• Review service standards and monitor performance to ensure that these are
achieved. Identify, recommend and upon approval, assist in implementing
improvements to customer service quality and operational efficiency.
• Motivate, develop, appraise and maintain regular communication with team
members with a view to ensuring that their individual and collective performance
is of the required standard.
• Ensure on-the-job training to staff, supported by robust training plans for
all new staff within the department/branch with monthly progress reports.
Monitor individual and team performance and provide appropriate feedback to Head
of Operations.
• When required, support line management with the implementation of changes or
undertaking any project work, that is assigned by line management, in own or
other work areas.
• Conduct monthly department meetings, recommending suggestions towards
improving the operational efficiency, service quality, resource management and
resolution of issues pertaining to the department.
Main Contacts and Working Relationships
(Identify which roles this position communications with, the purpose and
frequency)
Customers
Relationship Managers/Officers
Staff
Pass and Receive information including persuade/negotiate. Manage complaints.
Pass information /provide clarification
Provide guidance coaching to direct reports.
Dimensions of the Role (for example revenue, sales targets, assets, liabilities
if applicable)
Professional qualifications
• Good knowledge of various ICC rules and regulations
• CDCS preferred
Background and Experience
(Identify the minimum education and experience required for the role)
• Minimum of bachelor’s degree and minimum of 10 years Banking experience and at
least 5 years experience as Manager Trade Finance.
Education level
• Bachelor’s Degree or equivalent
Specialist Skills/Competencies Required for the Role
Thorough understanding of all the related modules in the Bank system and reports
available to ensure proper control.
Thorough understanding of Retail and Corporate documentations and AML/KYC
requirements.
Excellent Written and verbal communication skills
Thorough knowledge of general banking operations and Trade Finance
Inter personal skills
Thorough understanding of NBF procedures and local laws relating to Trade
Finance and Customer Services.
Good knowledge of ICC rules governing trade transactions eg. ICC Pub 600, 525,
522, etc.