Urwah Admin

Commercial Bank of Dubai

Responsible for day-to-day Operations and Administration of the Branch, ensuring strict compliance with Bank s policies and procedures. The Branch Operations Manager s role will be limited to this and will not include any interaction with Bank s customers, except for service related matters
Principal Accountabilities:
Supervise the performance of Head Teller / Sr. Teller &amp; Tellers, Branch Service Representatives (BSR), to ensure optimum productivity and high quality service in order to provide a range of general banking services to customers, so as to achieve the goals of the branch.
Responsible for Cash and Security Documents as a Joint Custodian of the vault and (CDMS/ATMS) ensuring that the optimum cash balance is maintained at all times. Review cash balances and limits to ensure risks are minimized. Ensure excessive cash is not maintained and that any excesses are reported to Head of Branches Operations for insurance reporting purposes.
Responsible for Control over Stationery usage and safe-keeping of security items such as Demand Drafts, Managers Cheques, Bank s stamps, etc.
Monitoring on a regular basis to ensure that all CC TV s in the branches are functioning properly and report any problems to the Establishment Administration Department.
Co-ordinate with outsourced service providers regarding functioning of Branch ATM s /CDMs.
Co-ordinate with Centralized Units at H.O. regarding day-to-day activities at Branch.
Authorize transactions above Tellers limits within the approved limit by reference to the instruments and supporting vouchers to ensure their validity and correctness and supervise their performance to ensure the timely delivery of service to enhance customer satisfaction.
Plan, organize, monitor and control the day-to-day services offered by BSRs and Tellers to ensure that timely delivery of the services as per SLA to enhance customer satisfaction.
To monitor that the Daily Transaction Ticket Bundles are filed by the assigned staff without any delay and to review the transaction journal entries to the daily vouchers/Cheques and tickets to ensure that the entries posted / recorded are adequately supported for valid transactions &amp; are recorded correctly as to the amount &amp; descriptions.
To comply with the Operational Risk Unit guidelines for managing of Operation Risk &amp; ensure Internal Control risk procedures are in place at the Branches at all times. This should be evidenced through periodic reports to the ICU and Operational Risk Unit at H.O.
Daily review of entries in and out of Suspense, Sundry, Rejection items, Account Receivables, Account Payables etc. (i.e. all transaction going through these accounts and not merely end of day, end of month or period balance)
Review GL balances to ensure that it corresponds with the subsidiaries and account of suspense nature such as, Suspense, Sundry, Rejection items, Account Receivables, Account Payables etc. and follow-up for clearance / reconciliation on a daily basis.
Review and authorize all documents (originals and scanned) pertaining to New Account opening, Remittances, Time-deposits, Safe Deposit Lockers, Loans, etc. before forwarding it to H.O. for processing.
Responding to enquiries from Compliance &amp; AML Unit in a timely manner
Responding to Internal / External Audit queries in a timely manner, ensuring that the discrepancies pointed out by them are corrected immediately
Check the postings carried out by Head / Senior Teller(s)/ Teller(s) against the transactions journal presented by them and sign on the report
To review all branches of Transaction Journals ensuring that the daily Tellers transactions journals have been checked initialled and filed as per the Bank s policy &amp;procedure. Any discrepancy identified should be immediately reported to Branch Manager and Head of Branches Operations to eliminate the risk of financial loss to the Bank.
Ensure that outward clearing, inward clearing and inward return timely delivered as per SLA. Arrange for archiving of Branch records from time to time, in line with the approved policy. Ensure that branch storage of documents, files and other records are secure and in a fire proof environment.
Undertake Performance Management responsibilities, agreeing with the individual targets and monitor the performance of his Direct Reports by periodic reviews providing them with factual feedback in order to foster a high performance culture.
Develop, train and motivate all staff members (BSRs, &amp; Tellers) sharing specialist expertise and demonstrating leadership ensuring that they are fully aware of the Bank s products, procedures and practices to enhance the competency profile in coordination with HR training.
Responsible for implementing JETS (Job Efficiency Tracking System) for all staff within the Unit.

Branch Operations Manager

<div>
 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&rsquo;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.
 
 
 
 Job Purpose:
 
 
 
 To support the Legal Department by leading high-quality legal advice and transactional support across the Bank&rsquo;s Wholesale Banking Group, Transaction Banking Group, and Treasury Group, including the supervision of drafting and negotiating finance, security, and treasury documentation in accordance with the Bank&rsquo;s risk appetite, policies, and applicable legal and regulatory requirements; and further drives legal innovation and process efficiency through continuous development of legal tools, know-how, and policy frameworks.
 
 
 
 Principal Accountabilities:
 
 
 
 
 Legal Advisory
 
 
 
 Provide comprehensive legal advice on transactional and regulatory matters related to financing, capital markets, structured investments, derivatives, and treasury activities.
 
 
 Support business units including Institutional Banking, Financial Institutions, Syndications, Debt Capital Markets, and Treasury Groups by advising on legal risks, structuring issues, enforceability, and regulatory compliance.
 
 
 Deliver legal support for product development and strategic business initiatives, including market expansion and jurisdictional entry.
 
 
 Advise on treasury-related transactions, including structured derivatives, securities lending, repos, netting and collateral arrangements, and ISDA-based enforceability matters.
 
 
 Offer legal advice on strategic investments and corporate initiatives (e.g., joint ventures, partnerships, shareholder arrangements) to ensure the Bank&rsquo;s legal interests are protected.
 
 
 
 Legal Documentation
 
 
 
 Draft, review, and negotiate a wide range of finance-related documentation including syndicated/ bilateral/ club facility agreements, security documents, trade finance, asset finance (aviation/shipping), real estate, Islamic finance, and project finance agreements.
 
 
 Draft, review, and negotiate finance, investment and treasury-related documents, including those based on ISDA, ICMA, LMA, and BAFT templates.
 
 
 Draft, review, and negotiate corporate-related transactional documentation including MOUs, SPAs, shareholders' agreements, side letters, and joint venture agreements.
 
 
 Lead the engagement and supervision of external legal counsel in cross-border and complex transactions, ensuring delivery of high-quality legal opinions, documentation, and advice in accordance with Bank policy.
 
 
 
 Legal Practice Development
 
 
 
 Contribute to the enhancement of legal knowledge management, including development of legal playbooks, templates, clause banks, and contract automation tools aligned with GenAI platforms.
 
 
 Maintain and update standard documentation and terms in line with changing laws, regulations, and judicial precedents.
 
 
 Participate in policy and procedural reviews to improve legal department efficiency and legal risk mitigation.
 
 
 Continuously stay abreast of legal, regulatory, and market developments affecting the Bank and disseminate key changes to stakeholders in a timely and comprehensible manner.
 
 
 Requirements:
 
 
 
 Education and Experience:
 
 
 
 High Degree or LLM in Law from a recognized and well-regarded university.
 
 
 Admission to UK or US Bar.
 
 
 8 years+ years of legal experience preferably in the Banking Industry in a leading national or international Financial Institution.
 
 
 Excellent knowledge of bilateral and syndicated lending and security as well as treasury and capital markets documentation.
 
 
 Perfect command of English (verbal, written &amp; spoken)
 
 
 Planning and organizing skills
 
 
 Negotiation skills.
</div>

Legal Counsel (UAE National)

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. Responsibilities: <ul> <li>Conduct GL substantiations, ensuring all balances are supported with appropriate reconciliations and documentation.</li> <li>Perform in depth financial analysis and conduct financial investigations to identify discrepancies, weaknesses and recommend corrective actions.</li> <li>Assist in monitoring and enhancing financial controls ensuring compliance with standards, policies and regulatory requirements.</li> <li>Prepare and review accurate journal entries.</li> <li>Review and remediation of GL rejections.</li> <li>Support month-end, quarter-end and year-end closing process.</li> <li>Management and reconciliation of receivables, payables, prepaid expenses, unearned income, accrued expense, old items outstanding, deferred credits and manager cheques.</li> <li>Assists in the development and implementation of new processes/systems to create efficiencies and process maturity within Finance.</li> <li>Assist in managing Fixed Assets Register including depreciation, WIP capitalization, prepare monthly, quarterly and yearly reports that reflect the movement and position of Fixed Assets.</li> <li>LPOs management and issuance, create purchase orders for approved spend requests, validate against approved business cases or memos.</li> <li>Update procurement categories for LPOs as required and ensure data integrity in the PO system.</li> <li>Manage annual Insurance renewal process and claims handling.</li> <li>Confirm the accuracy of the Banca Assurance commission amount, monthly with insurance companies and account Banca Assurance products income and expenses, accurately ensuring error free accounting.</li> </ul> Service and Quality <ul> <li>Ensure all work completed is accurate and well documented.</li> <li>Demonstrate personal responsibility and loyalty to the Company by adhering to corporate principles of business conduct, especially in relation to conflict of interest.</li> <li>Attend internal meetings where required and ensure action is taken to resolve any issues within a reasonable timeframe. </li> </ul>

Senior Analyst, Financial Accounting

Job Purpose: To lead and manage the governance framework for external sales agencies (specifically for Credit Cards and Mortgages), design and oversee internal and external incentive governance processes, and own the end-to-end vendor governance responsibilities for the Personal Banking Group (PBG). This role is critical in ensuring that all sales practices align with regulatory expectations, internal policies, and conduct risk standards. Principal Accountabilities: External Agency Governance (Credit Cards &amp; Mortgages) Establish and maintain a robust governance framework for third-party sales agencies. Oversee periodic quality reviews, including: <ul> <li>Call audits and scoring validation.</li> <li>Visa and documentation checks for agency staff.</li> <li>DNCR (Do Not Call Registry) compliance and telemarketing adherence.</li> <li>Monitoring of agency contract validity and renewal cycles.</li> <li>Complaints analysis and outlier performance reviews.</li> </ul> Collaborate with Business Development Managers (BDMs) and Risk teams to ensure agency performance aligns with internal standards and regulatory requirements Incentive Governance (Internal &amp; External) Design and implement incentive structures that promote ethical sales behavior and customer-centric outcomes. Ensure incentive plans are compliant with conduct risk frameworks and regulatory guidance. Monitor incentive effectiveness and recommend adjustments to mitigate mis-selling or conduct risk. Partner with HR, Sales, and Compliance to align incentive governance with broader organizational goals. Vendor Governance (PBG-wide) Own the governance of all vendors supporting PBG operations, including onboarding, performance monitoring, and contract compliance. Lead periodic vendor reviews and risk assessments. Ensure adherence to internal policies, service level agreements (SLAs), and regulatory obligations. Act as the primary liaison between BRG and Procurement/Legal for vendor-related matters. Conduct Risk Oversight Monitor and assess behaviors across customer-facing teams to ensure alignment with ethical standards and regulatory expectations. Identify and mitigate risks related to market conduct, mis-selling, and inappropriate customer interactions. Support the implementation of the Market Conduct Policy to uphold fair consumer outcomes and protect market integrity. Customer Experience Risk Management Evaluate customer journeys and touchpoints to identify operational or behavioral risks that could negatively impact customer satisfaction. Collaborate with product, service, and compliance teams to ensure customer-centric design and delivery of banking services. Drive initiatives that enhance transparency, responsiveness, and personalization in customer interactions. Stakeholder Engagement Act as a key point of contact for internal audits, regulatory reviews, and customer complaints escalations. Provide training and guidance to frontline staff on conduct risk awareness and customer experience standards. Continuous Improvement Lead reviews of conduct-related incidents and customer feedback to identify root causes and implement corrective actions. Promote a culture of ethical behavior, accountability, and continuous learning across the organization. Other Expert understanding of CPR regulations. Experience with Market Conduct-related initiatives &amp; audits Root-Cause Analysis skills and ability to turn issues into opportunities

Manager, Sales Governance & Oversight

JOB PURPOSE <ul> <li>Deliver projects on time, within budget and to scope.</li> <li>Improve the maturity of IT capabilities and the professionalization of the workforce.</li> <li>Improve the value delivered to the business across IT</li> <li>Stakeholder management</li> <li>IT Vendors where an external part is involved in IT implementation related to a key change within the resource s portfolio</li> <li>Establish project plan and initiate project mobilization by confirming project scope, estimate, resources, roles, and responsibilities</li> <li>Monitor and control execution of project though Analyze, Design, Build, Test and Release</li> <li>Provide leadership and decision-making support by establishing project governance</li> <li>Perform project reporting including overall performance of the program and project completion documentation.</li> <li>Lead efforts around work plans, schedules, project estimates, resource plans and status reports.</li> <li>Lead the design, development, and implementation of business perspective work plans to determine the required tasks and resources (process, functional, etc.) for complex projects spanning multiple business units.</li> <li>Provide appropriate performance feedback for project team member</li> <li>Manage the scope change process and issue identification/resolution with all stakeholders.</li> <li>Monitor and communicate status to senior leadership. Communicate and incorporate feedback from customers</li> <li>Craft and implement communication plans requiring cultural change within the organization.</li> <li>Identify and anticipate risks and issues. Facilitate resolution, mitigation, and appropriate escalation to senior management.</li> <li>Define quality standards and ensure compliance.</li> <li>Prepare project completion documentation with project performance, lesson learned</li> <li>Ensure access to sensitive information pertaining to the Bank, and ongoing and future projects are maintained in strict confidence.</li> </ul>

Project Manager

JOB CONTEXT The banking and financial services sector in the country is becoming much more competitive and other Banks are coming forward aggressively with innovative and sophisticated products and services to satisfy the varied needs of the customers. This presents a major challenge in terms of developing the position of the Retail Bank in the marketplace. The role is part of a broader marketing and communications structure that includes internal communications, employer branding, and digital engagement. It often collaborates with external agencies like and internal stakeholders across HR, product, and executive leadership. 1. Strategic Marketing Leadership <ul> <li>Develop and implement annual marketing strategies aligned with corporate goals.</li> <li>Oversee brand positioning, messaging, and market differentiation to strengthen competitive advantage.</li> <li>Translate business objectives into actionable campaign plans and initiatives.</li> <li>Monitor market trends, competitor activities, and customer insights to guide strategic decisions.</li> </ul> 2. Integrated Digital-First Campaign Management <ul> <li>Lead end-to-end campaign development, from ideation to execution, across traditional, digital, and social channels.</li> <li>Ensure campaigns are data-driven with clear objectives, KPIs, and measurement frameworks.</li> <li>Oversee creative development, ensuring adherence to brand guidelines and tone of voice.</li> <li>Manage marketing calendars and coordinate cross-functional execution.</li> </ul> 3. Digital Marketing &amp; Performance <ul> <li>Drive digital-first marketing approaches, leveraging SEO, SEM, social media, and programmatic advertising.</li> <li>Collaborate with the digital team to optimize websites, landing pages, and digital assets for engagement and conversion.</li> <li>Use analytics to track campaign ROI, CAC, and conversion rates, making real-time optimizations.</li> </ul> 4. Analytics, Measurement &amp; ROI Tracking <ul> <li>Develop and implement performance measurement frameworks to track marketing KPIs, including:</li> <li>Lead generation and conversion rates.</li> <li>Media impressions and share of voice.</li> <li>Post-activation engagement such as click-through rates, event attendance, and content interactions.</li> <li>Monitor ROI across all marketing channels and optimize spend for maximum return.</li> <li>Prepare regular marketing performance dashboards for executive reporting.</li> </ul> 5. Brand &amp; Content Development <ul> <li>Oversee production of marketing collateral, videos, and promotional materials.</li> <li>Ensure brand consistency across all customer touchpoints.</li> </ul> 6. Team Leadership &amp; Agency Management <ul> <li>Manage and mentor a team of marketing managers to deliver best-in-class campaigns.</li> <li>Oversee relationships with creative, media, and digital agencies, ensuring quality and cost-efficiency.</li> <li>Drive collaboration across departments (sales, product, customer service) to ensure marketing supports business needs.</li> </ul> 7. Budget Management <ul> <li>Develop and manage the marketing budget, ensuring efficient allocation of resources.</li> <li>Track spend against ROI and reallocate funds to maximize impact.</li> </ul> 8. Stakeholder Engagement <ul> <li>Present marketing strategies, campaign results, and insights to leadership.</li> <li>Partner with sales and product teams to align go-to-market strategies.</li> <li>Serve as the marketing representative in strategic business initiatives.</li> </ul>

Senior Marketing Manager

Provides effective customer service to Institutional and Corporate clients by acting as the main point of contact for enquiries and requests received by walk-in customers which may related to Trade, Payments or other Account Services.In addition to attending walk-in customers, staff will also have to attend daily operational duties such as letter preparation, document management, and asset reconciliation/balancing.The candidate is expected to be able to foster close relationships with important corporate clients and adopt a friendly and open approach.In addition, candidates should have a keen eye for making department improvements with a particular consideration for digital.The Service Officer acts as the front-line for customer communication and cross-selling hence the candidates must be able to sell / cross-sell confidently.Principal Accountability:<ul><li>Hold a full grasp and understanding of the Service Desk SOP and always operate in-line with the SOP guidelines.</li><li>Handle walk-in customers in a quick and efficient manner and ensure customers are satisfied with the response and service provided</li><li>Receive original applications / documents for processing transactions from clients (All types of Trade and non-Trade requests) and ensure they are scanned into EDMS/Open Text for further processing by respective departments as per Standard Operating Procedures, with necessary follow-up until end to end completion of transactions</li><li>Maintain full custody of all original documents, with proper record for easy tracking, full reconciliation and delivery of same to clients with proper acknowledgement and file as per the SOP</li><li>Providing outstanding statements and reports for Trade and Non-Trade requests as per the SOP and based on customer request and authentication.</li><li>Prepare different types of letters requested by customers in-line with the SOP and Legal guidelines</li><li>Manage the inventory of Chequebooks, Cheque Returns, Statements and other relevant account service items</li><li>Prepare daily, weekly &amp; monthly reports relating to the work and documents in custody of the WBG Service Desk</li><li>Issuance of guarantees against 100% cash margin over the counter.</li><li>As required liaise with other departments across the bank including Institutional and Corporate Banking and Operations to ensure customers are provided the necessary support to conclude their request/query and ensure the maximum volume of queries are resolved first time, at the Service Desk.</li><li>Act as first point of contact in understanding customer s requirements/inquiries; provide proper and full information that includes account statements, transaction advices, transaction status, and any transaction related reports etc.</li><li>Effective management of the QMatic system and ensuring customers always take a ticket when visiting the branch</li><li>Respond to all emails received relating to work at the Service Desk within timelines and relevant responses and with the knowledge of the respective RM/RO (as required)</li><li>Handout relevant leaflets and flyers to customers to promote CBD Products and Services which are relevant for them</li><li>Advise customers on digital solutions provided by CBD and how these could help the customer s organisation</li><li>Help guide customers on digital completion of transactions on iBusiness, FCC, iServe and other TBG digital platforms</li><li>Promote proper use of the IServe Digital Customer Service Platform with our Corporate and Institutional customers</li><li>Effectively identify between the different CBD segments and appropriately guide customers on how to be served based on their segments</li><li>Ensure inter branch mail is used effectively to receive documents and forward documents to relevant personnel as per procedure.</li><li>Liaise with other branches, to obtain necessary information and pass the same to customers / internal stakeholders</li><li>Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling</li></ul>Service &amp; Quality<ul><li>Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.</li><li>Proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.</li><li>Log all complaints received at the WBG Service Desk on CRM for routing to the Complaints Handling Unit</li><li>Remain fully updated on Bank s policy and procedure, products / services to ensure prompt quality service to clients.</li><li>Record all ideas and suggestion provided by customers on CRM for further analysis and action</li></ul>People<ul><li>Take active interest in self-development &amp; competencies to hold higher responsibilities.</li><li>Ensuring smooth transition of new entrants by providing necessary training on operating procedures and practices, systems etc.</li></ul>

Service Officer, Client Excellence

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