Senior Officer- Legal & Police OPS

Responsibilities:

• Assist in completion of all police & legal requests as per SOP by providing operational services and support.
• Receive fraud-related inquiries and investigate cases with required details like FAB card transactions, account-related transactions, and CCTV footage requests by coordinating with internal FAB fraud departments and stakeholders.
• Provide back office support to all UAE branches and departments for account openings & account maintenance related activities for Retail, ELITE & GPB (ISL & Conventional) segments.
• Follow all relevant departmental policies, processes, standard operating procedures, and instructions to ensure work is carried out in a controlled and consistent manner.
• Demonstrate compliance with the organization's values and ethics to support the establishment of a value-driven culture within the bank.
• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.

Reporting:

• Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies, and quality standards.

Service:

• Carry out functions with full integrity to ensure that all requests received are attended to promptly and efficiently, with no breach of service agreements.
• Prioritize all police and legal requests for account or amount blocking and unblocking, issuance & cancellation of MC, court letters, and STO creation/cancellation.
• Ensure that set up date SLAs are in place with all stakeholders and that agreed service levels are met.
• Escalate any areas of service delivery not met in accordance with AMO guidelines.
• Manage the unit efficiently without compromising bank policy and procedures, legal, regulatory, and compliance requirements.
• Provide full support to stakeholders and external regulatory authorities.
• Design and employ effective measurement systems on key processes and services.
• Identify key processes for improvement.
• Analyze, develop, and implement standard process turnaround for each transaction activity/service.
• Propose recommendations to AMO management to achieve the expectations of department divisions and stakeholders.
• Propose ideas for STP, controls, and service quality, and follow up on the progress of projects given to ITD/Vendors for successful implementation.
• Assist AST in handling/issuing manager's cheque-related activities if required.
• Act as a joint custodian for bank documents.
• Complete any other duties and responsibilities assigned by the line manager as required.

Risk:

• Manage workflow on a day-to-day basis without compromising on risk and service.
• Identify areas where changes are required from existing processes to eliminate duplication and avoid risk. Coordinate with ITD to enhance the system and implement changes.
• Take necessary action to prevent errors, including system enhancements, procedure amendments, staff training, and counseling.
• Ensure BAU is managed in line with bank policy to avoid any risk.
• Utilize appropriate risk tools such as checklists, reports, and random sampling to maximize the effectiveness of operational risk management within wholesale operations AMO.
• Ensure all processes align with approved bank policy and procedures, legal, regulatory, and compliance requirements.
• Ensure confidentiality is maintained.

People:

• Assess the performance of direct reports regularly and provide constructive feedback, including areas for development.
• Manage assignments, leave, rotations, training programs, etc. with proper controls.
• Coordinate with various departments such as legal, ITD, branches, and audit.
• Facilitate effective communication within the team and adhere to agreed turnaround times.
• Support all UAE National staff to ensure conducive workload and working environments for sustained motivation and career development.
• Maintain professionalism and effective communication with colleagues within the unit and all other departments.
• Adhere to individual duties and responsibilities and support the team in delivering service excellence.
• Maintain collaboration between the team and other units to ensure the best service to the business and customers.

Business Efficiency:

• Recommend process/policy changes to management to improve processes, increase efficiency, reduce risk, and maximize control.
• Support project management for structuring new products or services.
• Ensure timely and accurate MIS generation and submission.

Desired Candidate Profile:

Qualifications:

• High School/Diploma in any discipline with 1-2 years of experience in customer services/call center. Candidates without experience will also be considered.
• Minimum 1 year of experience (preferably legal experience).
• Good knowledge of bank policy and procedures.
• Excellent communication skills in English and/or Arabic.

Company Industry:

• Banking
• Broking