Job Purpose

• Ensure preparation of MIS and dashboard for Service Management teams as requested by senior management – Daily volume, Performance, Error management, Trend analysis, Incident monitoring, complaint management.

• Preparing the Adhoc reports based on the requirement from Operations team.

• Ensure daily monitoring and customer complaint monitoring

• Preparation of MIS report on a Daily / Weekly / Monthly basis for entire Operations / Segment Wise Performance.

Handled backend operations.

Key Result Areas

• Create service-oriented dash boards for monitoring volume trends and department process health.

• Assist processing teams for value added analysis on Complaint management, Root cause analysis of errors and incidents, preventing and corrective action

• Develop a mechanism to fast-track identification of queries originating on account of processing errors, highlight the same to Department head and work closely with operations team and client services to resolve the issue and minimize loss and customer impact.

• Ensure errors/knowledge gaps resulting in queries are shared with line managers & Division Heads to curb service issues.

• Comprehensive review of the asset portfolio of products on an ongoing basis through effective MIS 

• Overseeing all risk related regulatory reporting for CIBG, IBG & RBG

• Enhance KPI/MI for performance monitoring of the Risk function.

• Support team in Capacity Planning.

• Handle disputes / complaints which were lodged by CX within Risk.

• Coordinate with officials/departments across the Bank to ensure that the customer-related data being captured in the system is accurate and periodic reporting to Regulatory is error-free. 

• Highlight system related issues and streamline the reporting processes/activities.

• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize efficiency.

•  Publish the daily / Monthly / Weekly MIS, Capacity plan for entire FTC unit. ▪ CIBG, RBG & IBG daily dashboard 

• Preparing Team’s Productivity & Utilization report 

• Publishing Customer complaints dashboard across all regions / segments 

• Preparing Deck across for all regions (Monthly Governance call) 

• Monitor and respond to emails received in the MI and QC generic mailbox

• Monthly QC report for FTC and preparing Analysis deck and circulate to respective country heads and other stake holders

• Complete daily QC as per the QC framework and publish the reports to stakeholders 

• Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines

• Ensure corrective actions are taken as per the QC framework on errors identified

• Analyze errors and contribute ideas for error reduction

• Identify process gaps, recommend system improvements, and enhance efficiency to minimize risk and improve delivery standers.

• Report on Agent and Process performance on Productivity & Quality parameters 

• Publish DNA on KPI metrics to Senior management and process leader on daily basis for review.

• Seniors stake holder Review Presentations: Preparing Weekly / Monthly/ Quarterly decks for Business review with Operation teams.

• Preparation of MIS bucket wise on a daily basis for entire team. ▪ Monitoring of Every Team Performance daily

• Preparing the Adhoc reports based on the requirement from Operations team

• Track and analyze the attrition trend on monthly basis with the respective process owners

• Maintaining Dashboard which covers the entire productivity of the operations month on month and Monitoring of Every Individual on a Daily Basis, Build & maintain Performance Dashboards

• Ensure all Management Exception Reports (MER) are recorded, tracked, and reported in a timely manner. 

• Ensure effective control over all non-financial activities, ensuring compliance with established policies, procedures, and service delivery standards, thereby contributing to satisfactory audit outcomes. 

• Prepare and present the monthly governance deck for the FTC unit, highlighting key operational metrics, risks, and performance updates. 

• Provisioning, budgeting and forecasting on monthly/yearly basis. 

• Work closely with technology to build a comprehensive data platform anticipating information needs across products with a view to ensure multi-dimensional data analysis capability.

• Prepare and complete Logical Access Management (LAM) and User Access Entitlement Reviews within the agreed timelines, ensuring compliance with access governance requirements. 

• Manage end-to-end vendor management activities, including: 

•       EC staff onboarding and offboarding.

•       Resource allocation for project requirements.

•       Raising Purchase Requisitions (PRs).

•       Processing monthly vendor billing.

      Generating Goods Receipt Notes (GRNs) against billing invoices to facilitate timely  Payments. 

Operating Environment, Framework and Boundaries, Working Relationships

• Conduct operational and strategic analysis by evaluating internal strengths, weaknesses, opportunities, and threats (SWOT) to support informed decision-making and continuous process improvement. 

• Identify business needs and operational requirements and support the development and implementation of effective solutions to enhance productivity and service delivery. 

• Manage and coordinate a multi-disciplinary, multi-cultural workforce supporting both financial and non-financial processes across UAE and IBG Operations, including in-house teams and vendor-managed offshore operations. 

• Develop and maintain service performance matrices, analyze operational performance indicators, and recommend appropriate service ratings for various Operations units based on agreed performance criteria. 

• Support business planning and resource optimization initiatives by evaluating operational trends, capacity requirements, and service performance outcomes. 

• Technology, Centralized processing/back-office support for preparation, corrections of data required for reporting. 

• Close co-ordination with all inters departments, SME, CIBG & HO Units including Operations, Credit/Risk, Compliance and Internal/External customers.

• Responsible for planning, coordinating, and managing all training programs and workshops for FTC resources across MGN locations. This includes:

• Coordinating participation of FTC resources in respective MGN offices.

• Arranging hot desk/hot seat bookings at training locations.

• Managing hotel accommodation bookings for participants.

• Coordinating travel arrangements through approved vendors.

• Monitoring travel, accommodation, and related expenses.

• Ensuring all costs are managed within the approved budget and aligned with organizational guidelines.

Handling vendor coordination, billing, and payment-related activities for training programs

Problem Solving

• Central point of reference for all Queries, Complaints and concerns

• Critical analysis of issues associated with errors, delays and SLA breaches. Recommend effective solutions to resolve them permanently.

• Gain wholehearted acceptance of solutions proposed to address issues identified with regard to Quality check, GRC reviews.

• Ensure solutions are implemented on fast-track basis and work closely with Corporate Operations head to ensure Audit observations are closed in an effective and timely manner.

• Negotiation skills to manage delivery of data with internal and third parties.
• Providing of accurate figures/MIS to CB, CB, and Management, HO Business as and when required and on monthly basis.
• Manage & resolve various processes and other team-related issues within the Unit on daily basis to ensure smooth workflow and healthy environment.
• Ensure necessary training/guidelines are always provided to the unit officials for handling exceptions and maintenance of an adequate level of control.
• Ensure timely response to corrective and preventive measures being taken in terms of quality data capturing and error-free reporting.

Resolve all queries/deficiencies pertaining to the relevant processes, documents, customer requests in compliance with banks and central bank laid down procedure and guidelines.

Decision Making Authority & Responsibility

Ensure proper escalation process to ensure timely action for quality data capturing and reporting.

Knowledge, Skills and Experience

• PG / Graduate with at least 10+ years of diversified experience in banking operations covering a wide range of banking products and services. 
• Good working knowledge of corporate processes and systems. 
• Strong Analytical skills in MS Office, PowerPoint, Data Analysis, Communication & presentation skills and Preparing reports required by the Governors team
• Awareness of Analytics / MIS Requirements and conversation with the various operating systems in-house.
• Effective decision making & conflict handling.
• Good PC skills and adaptability to new systems and technology, both from end user and development perspective.
• Excellent knowledge of MS Excel / SQL / Data warehousing tool.  Knowledge of analytical tools / software such as Power BI, Qlik or equivalent.
• Ability to attract the best talent. Be “A” Team leader.
• Effective management of Risk and Control and ability to coordinate multiple project/tasks.
• Full awareness about Compliance/Regulatory requirements.

Strong inter-personal, problem solving,communication, analytical skills including PC Skill