Associate Manager – DOCBO -Servicing & Transacting

The Role Responsibilities

This role is responsible and accountable for executing and delivering end-to-end, best-in-class client journey for Servicing and Transacting for RB clients in UAE / GBS with core focus to manage day-to-day processes & applications supporting business processes of DOCBO – Domestic Order and Cross Boarder Orders and Police Inquiries on Cheque Bounce

Illustrative processes but not limited to the below:

• Primarily responsible for processing all DOCBO requests received from various law enforcement authorities correctly and timely.
• Respond to Police Inquiries on Cheque Bounce cases
• Timely publish dashboards for all processing to the management
• Governance over GBS supporting activities for correctness and quality

Responsibilities

• Zero tolerance on any processing error
• High Audit MCA rating
• Highlight any risk immediately and transparently with the management
• Client centric approach in all processes and decisions
• Adopt DWD and the other principles as communicated by the Group COO such as having an End-to-end client focus, commitment to real time and high speed processing, quick decisions, etc.
• Embed defined strategy/ scorecards/ objectives in areas of competitive advantage in the SnT domain (including change management within the domain) along with digitization principles in redesigning for straight – through-processing whenever possible
• Adopt existing and future process and technology initiatives and deliver outcome on standard metrics / scorecard for S&T processes, e.g. productivity, accuracy, service levels, losses/lapses, issues and ORF.
• Achieve high productivity and efficiency thereby resulting in improved service quality and a high level of client experience by maintaining a strong stakeholder management across functions to deliver end state process. This includes prioritizing initiatives and decisions related to the process.
• All court orders must be completed by or before due dates that is set by the Authorities, these due dates can also fall on non-working days (i.e. public holidays). In such scenarios, try and close the orders before the public holiday however, if it’s not possible due to any circumstances such orders should be completed on non-working day and in lieu of this with Line Manager agreement, a compensatory half day off will be given to you if you work for less than 4 hours and if it’s more than 4 hours a full day compensatory off will be given to you.

Products covered: All Banking Products & Segments

Strategy and Business

• Adopt and embed as per the refreshed strategic priorities to deliver our network, grow affluent business, optimize low returning markets, improve productivity, transform and disrupt with digital agenda.
• Execute 5 tenets of operations for country client servicing journey by utilising the enablers to achieve exponential & customised customer obsession service, collaborate with relevant stakeholders to improve product/service offering as applicable & bring in effective process efficiency solutions by following below 5 Tenets
• Being Transparent with internal and external stakeholders
• Being a solution centre (not just services) for better client outcome
• Making faster decisions
• Real time and high-speed TAT
• Managing system, process and people end to end.