JOB PURPOSE: Specialist is a Supervisory Role. Establish & Manage Account Services business of the bank in compliance with FAB Policies & Procedures as well as international best practices including Service Standards (SLAs & KPIs), Operational risk, People Management and operational efficiency. Plan, organize, lead and manage the workflow and end-to-end processes in Personal Banking - Account Services uninterrupted back-office support for KSA branches and department, all types of Account Opening in centralized environment and maintain quality and control.
KEY ACCOUNTABILITIES: Policies, Systems, Processes & Procedures Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner. Demonstrate compliance to organization’s values and ethics at all times to support the establishment of a value drive culture within the bank.
Continuous Improvement 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. Job Context: SERVICEManage internal customer relationships and ensure that quality services are consistently provided and all service level agreements set are appropriately met. Directly responsible for organization and supervision of total activities and end-to-end processes. Increase operational quality/efficiency by providing & implementing improvement suggestions. Ensure that daily, weekly and monthly tick lists are effectively maintained and the commitments towards our internal and external customers are met according to SLAs. Ensure all activities are carried out as per the agreed SLAs and in case of exceptions, beneficiaries are advised accordingly.
RISK:Manage and control the workflow by taking into Consideration operational Risk in our day-to-day activities and ensure that all the teams adhere to bank policy and procedures. Develop control procedures according to new changes to avoid risk. Ensure all risk in the unit is identified and appropriate control measures are put in place to mitigate the risk. Ensure that no unjustified audit comments and prepare replies to Audit comments if any and follow up until resolve. Escalate to Line Manager / Department Head or other reporting authorities for any suspicious transactions, received and report immediately as per the Escalation Matrix Internal Audit and Compliance Reports: Review audit comments pertaining to the Unit and ensure that corrective actions are taken and are not repeated.
PEOPLE Monitor staffs' overall performance through, reviewing their KPI which include “punctuality, Attendance, productivity, quality, and training requirements”. Ensure maintaining KPI for each staff on daily basis and each staff is achieving their target. Review periodically the staff job functions and ensure that all staff within the unit is fully aware of all the processes that would facilitate job rotation. Manage and deploy staff resources in order to maximize efficiency and ensuring that Risk, Service and the Career needs of staff are properly considered. Ensure all staffs are fully trained. Where errors occur, consider how training may avoid such errors in future and ensure proper training is obtained. Staff Training: Ensure that staffs are trained on the job before they are assigned the responsibility. Staff Performance: Assess the performance of Team mates on regular basis and provide them constructive feedback to improve their performances. Identify star performers and groom them for higher responsibility. Underperformer(s) needs to be trained to improve their performance. Administration: Manage leave/performance appraisal/setting KPIs of staff etc.
BUSINESS EFFICIENCYManage the workflow efficiently with the resources available without compromising on the risk and services. Provide improvement suggestions to increase the quality and efficiency in our work resulting in best customer service. Manage the unit’s entire functions independently with minimum intervention from Line Manager and accept additional task to avoid service interruption. Improve and suggest new enhancement to the existing systems that will enhance efficiency, quality and control of work in the section. Ensure best practices are used and Policies & Procedures Manual updated at regular intervals. Accept as per management decision any additional responsibilities due to ongoing Integration Process and ensure all service standards are complied with the SLAs entered into with all Internal Customers. Maintain effective communication at all levels. Work in term whenever needed to facilitate the workflow and avoid any risk. Conduct meeting, give effective and professional suggestion to develop the quality of the services at Account Services. System Enhancement/Automation: Suggest enhancement to the existing system to improve efficiency and reduce risk. Take necessary action to prevent recurrence of the errors that may include Procedure amendment, staff training, and counselling. Management Information: Ensure that timely and accurate MI is generated and submitted to Business.
QUALIFICATIONS & EXPERIENCE:
Bachelor’s Degree preferably in Commerce, Banking, Finance or Economic. Five Year’s relevant experience in the Banking sector with at least 2 years in similar positions of progressively increasing supervisory responsibilities in the Unit function.