Head of Shared Service 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.

Managerial Responsibilities

Lead and manage the operational functions of multiple Units in the department
and to ensure of the following:
Account Opening and services for all segments
Escrow operations and Developer payments in line with RERA guidelines
iBusiness operations and Cash Management functions
Clearing, Cheque Discount, Payroll and Remittance operations
PSP Operations
Review, Manage, Guide, and Control activities of the Offshore Processing Team
pertaining to units under Shared Services Operations
Lead the Department and manage the team of ‎4 direct reports and total onshore
FTE of ‎26 including Team leaders, Verifiers and Processors. Manage and oversee
the offshore shared services team of ‎60+ FTE across WNS and TG
Key decision making involved in this role are:
Approve all process pertaining to the perspective of SSD in collaboration with
respective business and functions
Review, suggest, and agree to the BRD for any product development of the
segments.
Recommend and seek approval from Compliance / Management for completing the
process that are not in line with SOP guidelines in coordination with Business
to meet the customer expectations, simultaneously protecting the Bank 's
interest.
Is responsible for:
Review various applications utilized for Shared Services activities, design
for upgrades, prepare BRD's, conduct UAT, sign-off for deployment into
production for improving efficiency.
Review existing process, optimize design work-flow, reduce hand-off's for
better efficiency and quicker TAT
Conducting meetings with Stake holders, participate in management meetings to
review customer grievances, suggestions, complaints for improving the
satisfaction
Appraisal of staff performance for the Department, PIP for rated staff,
efficient management of the entire Department and its resources
Meeting all regulatory, internal audit & compliance requirement and address
all the observations pointed out internal and external audit team.
Monitoring the services and agreements provided by external vendors for cheque
book printing, courier delivery, printing of stationery, ATM cash management
for conformity as per Terms and Conditions
Approving invoice payments to external vendors in conformity to the services
for cheque book printing, Cash Management Services
Close coordination with PCM team under CCBB for all their products development
and process agreement for all iBusiness related products
Provide assistance to the Head of Operations and Chief Operating Officer to
review prepare annual plans, budgets and cost management for the effective
functioning of the department.
Review the functions, resource utilization of Onshore and Offshore for the
volume of work handled, AHT handled and optimize the team for cost efficiency.
Provide high level motivation to the team, counselling to bring in the best
efficiency, skills to achieve the quality service delivery.