Team Leader, Retail Asset Operations

DESCRIPTION

Operating in the UAE for over ‎50 years, CBD manages the financial requirements
of some of the largest corporates and businesses operating in the country,
driving the UAE economy. Over the years, CBD has transformed into a
progressive and modern banking institution winning multiple awards for its
digital initiatives, credit cards, bank accounts, mobile app features and
services.

CBD has been recognized as the number one bank in the UAE on the Forbes list
of The World's Best Banks ‎2022.

As we continue to build upon our successes, we are looking for ambitious
individuals who are passionate about the banking and finance industry and the
markets in which CBD operates. Just as important to us is your ability to
demonstrate a talent for dealing with people - your colleagues and our
customers - and delivering service that really goes the extra mile.

As Team Leader for Retail Asset Operations responsibilities include:

• Accountable for managing day to day operations in Asset Operations involving registration of lien, disbursals of approved mortgage, take-over cases, custodianship of security documents, follow-up of deferral cases with sales, compliance to land department regulations, archival of customer files & requests, signing of managers cheques, maintenance of mortgage loan accounts, life & property insurance declaration, vendor payments, updating Operational Risk Database, whilst ensuring that these activities are carried out with maximum efficiency, security and control in accordance with established procedures and agreed service standards.


• Accountable for managing day to day operations in Asset Operations function
  involving preparation and sign-off of FOLs, disbursals of approved SME cases,
  custodianship of security documents, follow-up of deferral cases with sales,
  mortgage of vehicles with RTA or ADMS, signing of managers cheques, setting up
  of DDA requests, maintenance of SME accounts, archival of customer files &
  requests, updating Operational Risk Database, whilst ensuring that these
  activities are carried out with maximum efficiency, security and control in
  accordance with established procedures and agreed service standards.


• Accountable for developing, maintaining, and constantly improving processes &
  workflow relating to the unit and updating those processes in the unit's SOP &
  ensure that these conform to the Bank's standard of quality, operational
  efficiency and controls and include effective internal controls to manage
  operational risks and stand the test of audit.


• Responsible for managing performance of off-shore team through the daily EOD
  MIS, error rate, & monthly dashboard and channel feedback on exceptions with
  corrective measures.


• Accountable for establishing and monitoring operational performance standards,
  service standards, and service level agreements (both internal within the bank
  and external with service providers) for all aspects of operational
  performance / service delivery within Mortgage & SME Operations to ensure a
  very high level of both internal and external customer satisfaction.


• Accountable to have an effective complaint management process and handle
  customer complaints & enquiries when escalated and channel feedback into
  process improvements and ensure that efficient and quality services are always
  provided to customers in accordance with Bank's agreed service standards.


• Accountable for review of procedures in coordination with Sr Mgr, Asset
  Operations to ensure that Unit activities are always geared to deliver the
  requirements of the business especially when new products are launched which
  significantly impact volumes.


• Generate MIS on unit volumes and submit it to Sr Mgr, Asset Operations, and
  provide insight to unit trends that can help on capacity planning and business
  volumes.


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  Accountable as one of the joint custodians for Retail Operations chubbs to
  ensure that all custodial items are kept under safe custody.

  
  


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  Accountable for building a control conscious environment, by making reporting staff aware of the key risk / controls / procedures of the operations and letting them "own" their processes.

  
  


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  Accountable to plan and review staffing requirements, in accordance with
  business plans & volumes.

  
  


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  Ensure that all facilities within Asset operations Disbursal & Maintenance Unit are always maintained in good condition in order to eliminate possible downtime.

  
  


• Accountable to constantly monitor the performance of Asset operations unit
  staff and counsel, mentor, motivate, guide and train them to ensure that
  performance is optimized through a high level of staff
  morale/initiative/development and SMART KPIs.


• Accountable to provide regular guidance and direction to the staff within
  Asset operationsUnit in order to achieve the business objectives, and to
  ensure that the various operational procedures and deliverables are well
  coordinated to maximize business profitability dynamics and customer
  satisfaction.


• 
  

  Accountable to review and sign Managers Cheques, issued from Retail Operations
  unit.

  
  


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  Accountable to provide training to both on-shore & off-shore staff on all operational process whenever a new product or new product features or new process is rolled out.

  
  


• Accountable for imparting Asset operations related Induction Training to new
  recruits.


• Accountable to keep Sr Mgr, Asset Operations advised of any material
  operational / process weaknesses and non-compliance with controls in Asset
  Operations and incidents to be updated to Bank's ORM on all potential and
  confirmed fraud / risk cases.


• Accountable to keep Sr Mgr Asset Operations advised of any changes to UAE
  Central Bank regulations, Land Department regulations communicated via
  circulars or emails or manuals and make recommendations / changes to
  Operational Procedures.


• Accountable for ensuring that there is always a perfect match of all processes
  followed within Asset Operations with SOPs.


• Ensure participation and recommendation of user specifications for system
  development / enhancement for activities handled within the Unit or on any new
  product launch.


• Work closely with Client Engagement function and ensure effective complaint
  management & handle customer complaints and enquiries when escalated and
  channel feedback into process improvements.


• Work closely with Sales, Business & IT functions to ensure that all
  operational support requirement is addressed whenever a new product or new
  product features are launched in the market.


• Work closely with Risk & Policy unit when a new credit policy is rolled out
  and ensure that the unit staff is well trained on credit policy related to
  Asset product disbursals.


• Work closely with Sr Mgr Asset Operations to ensure that Asset Operations is
  always geared to deliver the requirements of the business.


• Work closely with Sr Mgr Asset Operations during implementation of system
  enhancements releases on disbursals & maintenance activities by developing
  Test Scripts, conducting User Acceptance Testing.


• Accountable to handle additional activities delegated by Sr. Mgr Asset
  Operations and as a back-up for Team Leader, Asset Operations.


• Ensure Customer satisfaction and End-to-End ownership on all activities.