Qureos Mentor

First Abu Dhabi Bank FAB

<div>JOB PURPOSE: Support Head of Mortgage on comprehensive management of the Mortgage Business of FAB (Islamic and Conventional) with the aim of building a sustainable &amp; profitable assets book. ACCOUNTABILITIE: Support Head of Mortgage Product on the followings: Strategy: Develop and implement business strategies aimed at prudently growing the market share of the Mortgage business of FAB. Build and sustain a long-term profitability model by driving sales volumes through continuous product innovation and attractive product value-proposition, while controlling risk within acceptable levels through prudent lending policies and procedures. Lead key business projects aimed at achievement of overall strategic objectives Portfolio Management: Financial Achieve portfolio growth and performance targets through management and delivery of key transformational projects Ensuring Mortgage related fee and revenue accounts are accurately and appropriately linked to avoid revenue seepage during new product launch as well as maintenance and enhancement of existing product. Portfolio Quality and Risk Management Responsible for maintenance, review &amp; update of Business Continuity records in line with and guidance of Group Business Continuity Management Policies. As a Business Continuity Coordinator, ensuring team members are aware of Business Continuity Policy by conducting table-top exercises. Responsible for maintenance, review &amp; update of Department s Risk &amp; Control Self-Assessment by identifying and mitigating department s known and potential risks, aiding in articulating risk appetite of the department. Documenting all elements of Department s Business Model Canvas by identifying, recording and updating information about key partners, activities, resources, value propositions, internal and external customer relationships, channels, customer segments, revenue stream and cost structure. Updating and reporting Process, Privacy, Fraud &amp; Business Continuity related Risks &amp; Controls are documented along with their assessment and action plans in line with Group Operational Risk Management s policies and guidelines. Product Management: Policies, Processes, and Procedures Aiding in enhancing department s productivity by continually working on improving integrated processes and standard operating procedures. Reviewing credit parameters and policies, providing feedback to management, suggesting and initiating change as and when required to ensure products are competitive, and in line with changing market trends. Proactive reviews of policies, processes, and procedures in anticipation of changing market conditions to seize market opportunities and manage risk exposure within acceptable market standards. Reviewing product s pricing policies and credit parameters, provide feedback to management, suggest and initiate change as and when required to ensure products are competitive, and in line with changing market trends. Core Banking System and Digital Solutions Ensure delivery of desirable, technically feasible, economically viable and sustainable product solution. Support in design and implement digital solutions for mortgage product by enhancing customer journey, in line with departmental and organizational strategy. Key Coordinator from product team for digital and other core banking system-based transformations ensuring, robust and error free deployment of product solution within defined scope for both existing and new products, including creation of test cases scenarios, Business Requirement Documents, User Acceptance Testing. Assist in development of new products catering to the changing Mortgage landscape in UAE. Customer-centric decision making and capability to innovate and deliver appropriate cost-effective and user-friendly solutions for internal and external customers at the right time. Strong collaborator to identify internal and customers needs, understand solution in context of Management s vision, business revenue, market share, product roadmap, policy framework. Support in Planning &amp; conducting Primary market research to validate existing and new customer s and end-users needs, wants and limitations, enabling to tailor the Product to meet desired needs. Scoping and executing customer personas, storyboards, minimum viable product, mockups, wireframes, explainer videos and product landing pages in product design &amp; development by empathizing, defining ideating, prototyping, ideating and testing / feedback from early adopters. Marketing Ensure review and correctness of all marketing communications related to mortgages. Regular co-ordination with marketing team to ensure all our offerings are up to date across various channels and media Track the performance of various marketing and analytics leads by working with sales, CRM and other stakeholders People Continuously provide all the necessary support &amp; Training to ensure optimal employee performance and moral. Sustain a respectful, friendly, and constructive working atmosphere by encouraging honesty, responsibility, and by empowering subordinates Team player, cooperative and respectful towards shared ideas by the team members during brainstorming sessions and focus groups, supportive of new joiners to guide them towards productive ways of managing complex tasks ensuring positive and engaging work environment is maintained within the department. Managing upload, maintenance and regular update of Mortgage Page at FABConnects for quick access, advanced product knowledge and to avoid information asymmetry among stakeholders by retaining updated documents related to Mortgage Product, Policy, Pricing, Processes, Documents and Vendors. External Relationships Maintain healthy relationships with developers, dealers, employers, brokers, valuers, and insurers to ensure continued mutual benefit.</div>

Manager- Mortgages

Job Description <div> The role will primarily focus on managing and growing portfolio revenue and income from both borrowing and non-borrowing customers under the Virtual Relationship Unit within the CMB segment. Additionally, the role emphasizes building and maintaining strong customer relationships, ensuring personalized service, and contributing to the overall profitability and long-term sustainability of the bank s portfolio 1.Client Relationship Management: <ul> <li>Serve as the primary point of contact for commercial banking clients under the virtual relationship management.</li> <li>Provide prompt and efficient responses to customer inquiries via phone, email, and video calls.</li> <li>Ensure that all clients interaction is managed in line with agreed TAT/SLAs, including response and resolution times.</li> <li>Build and maintain strong long-term relationships with clients to understand their business needs and provide tailored solutions.</li> <li>Take ownership of customer issues and follow proactively through to ensure resolution. Maintain clear and professional communication with clients. </li> <li>Effectively manage and escalate complex issues to senior management when necessary, ensuring that they are resolved promptly.</li> <li> Accurately document client interactions, issues, and resolutions in the CRM system.</li> <li>Work with other team members to ensure consistency in service delivery and share best practices.</li> <li>Manage service delivery expectation of customers to sustain positive NPS score and minimize NPS detractors in the managed portfolio.</li> </ul> 2. Service Operation Management <ul> <li>Ensure all client service requests are attended (financial &amp; non- financial,) are completed within agreed service-level agreements (SLAs).</li> <li>Follow-up with supporting units to ensure proper follow-up on client s service request (SR).</li> <li>Obtain customer information and reply to AML/STR alerts raised on assigned accounts within the assigned approved Turnaround time (TAT)</li> <li>Track and monitor requests to ensure accurate and efficient completion, troubleshooting issues as they arise.</li> <li>Act as a liaison between various departments (e.g., CCS Centres, Compliance, Risk, IT, Legal, Treasury, and Operations) to ensure client requests are addressed in line with FAB policies and regulatory requirements.</li> <li>Ensure that all service operations are conducted in compliance with banking regulations, internal policies, and risk management frameworks.</li> <li>Implement procedures to mitigate operational risks and ensure the integrity and confidentiality of client information.</li> </ul> 3. Support Virtual Relationship Managers (VRMs) <ul> <li>Work closely with (VRMs) to analyze client portfolios and identify potential sales opportunities.</li> <li>Implement strategies to retain and win back the customers leading to the enhancement of client retention rate.</li> <li>Identify opportunities to upsell or cross-sell bank products and services to clients. Generate referrals by referring the client to other commercial banking sales channel for revenue generation product viz TWC, PL assist, FX, investment, Banca, and liabilities.</li> <li>Provide clients with information on banking products, services, and market trends.</li> </ul> 4. Training and Development: <ul> <li>Participate in training and development programs to stay current on banking products, services, policies, and procedures.</li> <li>Contribute to process improvements to enhance the client experience and operational efficiency.</li> <li>Mentor new team members by sharing best practices and providing guidance on handling complex customer interactions.</li> <li>Take the accountability for self-learning and professional development in addition to completion of all mandatory trainings.</li></ul></div>

Support Officer- Virtual Relationship

Key Performance Metrics: <ul> <li>Achieve the set monthly budgets from new sales, by engaging customers and liaising with the assigned Sales &amp; Coverage teams</li> <li>Ensure 100% activation of all assigned team members from the Sales &amp; Coverage teams</li> <li>Maintain high quality sales with minimal leakage due to clawbacks or cancellations</li> <li>Consistent delivery of budgeted financials on quarterly basis</li> </ul> Process: <ul> <li>Adhere to all the sales guidelines set by the bank</li> <li>Participate and fulfill all regulatory requirements on training, certification and assessments as mandated from time to time</li> </ul> People: <ul> <li>Engage with the referral team members within the assigned Sales &amp; Coverage teams regularly to build a sales pipeline</li> <li>Organize, liaise and execute regular product trainings for all assigned team members to build product awareness</li> <li>Participate in portfolio reviews to identify business opportunities</li> </ul> Customer: <ul> <li>Build an accurate customer profile using need analysis and in-depth fact-find, for every customer interaction to discuss relevant opportunities</li> <li>Engage with existing customers on an ongoing basis providing relevant product/portfolio updates and end-to-end fulfilment of all customer queries related to the proposition</li> </ul>

Specialist- Wealth & Bancassurance

Key Accountabilities <ul> <li>Commercial Oversight: Achieving long term results for delivery of working capital for cash and trade clients.</li> <li>Identify and develop Cash and Trade business opportunities and profitability across the UAE</li> <li>New Business: Responsible for Cash and Trade product growth jointly with the coverage teams in UAE. Execute calling plans for each industry segment in conjunction with relationship managers (as appropriate) to deepen Cash and Trade product penetration across client portfolio.</li> <li>Use of consultative approach along with the Cash and Trade knowledge and experience to design and implement suitable innovative solutions for customer s needs. Responsible for structuring complex cash management deals and responding to RFPs.</li> <li>New Markets &amp; Products: Structuring of bespoke open account solutions (SCF &amp; RF) and ensure a high-quality customer experience through consultative approach, design and implementing workable and innovative solutions for customer s needs. Responsible for structuring Trade deals and providing technical expertise to client base and relationship managers.</li> <li>CASA Generation: Structure liquidity and liabilities solutions that drive CASA growth while ensuring best-in-class customer experience.</li> <li>Regulatory Oversight: Manage proactively the fraud and compliance risks in the Cash and Trade business when developing solutions for clients.</li> <li>Digital Penetration: Facilitate conversion of all existing and new to bank customers on to FAB s electronic channels</li> <li>Pipeline Discipline: Work with the coverage to build and maintain a strong Cash and Trade pipeline while remaining focused on pipeline deal mandate closures. This includes regular review and communication to the relevant stakeholders.</li> <li>Partner with coverage teams to develop quality credit proposals supporting structuring of Trade facilities and proactively managing transactional risk in an efficient and profitable manner. Ensure ancillary business in cash management is ring-fenced to FAB.</li> <li>Service Delivery: Collaborate with other stakeholders to Ensure that customer comes first by delivering best-in-class service.</li> <li>Business Liaison: Maintain close liaison with intra region and cross regional stakeholders to bring about network connectivity to facilitate cross border transactions and opportunities where possible.</li> <li>Customer led generation/origination to increase share of wallet with existing relationships by deep selling new Cash and Trade products and support Coverage team to generate new revenue opportunities from new to bank clients and opportunities.</li> <li>Stakeholder Coordination: Provide technical expertise to coverage and partner with coverage teams to develop quality proposals and RFPs that win mandates.</li> </ul> Specific Accountabilities As a member of Cash &amp; Trade Solutions &amp; Advisory, you will be responsible for your portfolios on the following accountabilities: <ul> <li>Driving Cash and Trade sales for clients, in line with specific needs of clients.</li> <li>Delivery of specific revenue targets, CASA/liabilities, returns on risk adjusted assets and equity consistent and commensurate with the Bank s acceptable risk parameters and pricing.</li> <li>Work closely with coverage teams and make the unit head aware of performance gaps in your portfolio.</li> <li>Actively engage with client together with the Unit Head of Cash and Trade Solutions &amp; Advisory UAE and Coverage team to build business for the Bank.</li> <li>Responsible for structuring Cash &amp; Trade deals and providing technical expertise to relationship managers and facilitate client discussions. This includes structuring Cash and Trade transactions, responding to RFPs and providing technical expertise to relationship managers.</li> <li>Participating in and contributing to deal teams where transactions require bespoke Cash and Trade solutions.</li> <li>Establish strong stakeholder relationships and work with colleagues and partners across the network to build a strong pipeline.</li> <li>Partner with coverage teams in contributing to quality credit proposals supporting structuring of existing and new Trade facilities.</li> <li>Proactively managing transactional risk in an efficient and profitable manner.</li> <li>Identify opportunities for continuous improvement of products, systems, processes, and practices while considering client needs, market developments and trends.</li> <li>Actively participate in opportunities to update product skills, understand market trends and competitor behaviors.</li> <li>Work closely with Coverage teams across the region and network to propose new markets, clients, and products.</li> <li>Work with Coverage team on creating detailed Key Account Plan for growing trade business and maximize market share.</li> <li>Closely monitoring utilization of Trade facilities and cross sell non-credit trade products / services to deepen client wallet.</li> <li>Understand and comply with regulations and internal policies i.e., Credit/ Compliance/ Operational Risks, etc.</li> <li>Work closely with Cash &amp; Trade Product innovation team in UAE to finalize documentation/ structures/ rollout new trade products/ solutions.</li> </ul> FRAMEWORKS, BOUNDARIES, &amp; DECISION-MAKING AUTHORITY: <ul> <li>Understand and apply Business Delegation of Authority Matrix accordingly.</li> <li>Compliance with regulations and internal policies i.e., Credit/ Compliance/ Operational Risks, etc Understand the bank s risk framework and the relevant internal policies including the lines of defense.</li> </ul> KNOWLEDGE, COMPETENCIES <ul> <li>A highly motivated and experienced salesperson with a track record of originating new clients and driving revenues within a portfolio of corporate clients.</li> <li>Strong Client network with focus to grow Cash and Trade business for the bank in the region.</li> <li>Strong technical knowledge in Cash and Trade Finance products including core and value-added Trade Finance. Cash Management products including Payments and Digital/Electronic Channels; Collections and Reconciliation tools, Account Services, Liquidity and Liabilities management.</li> <li>Self-starter who can handle all enquiries relating to Cash and Trade Finance independently.</li> <li>Strong interpersonal and communication skills as well as a team player.</li> <li>Strong origination capability coupled with excellent customer orientation &amp; negotiation skills.</li> <li>Strong communication skills.</li> <li> </li> </ul>

ED- GTB Sales - Corporate Banking & Contracting

<div> Core Responsibilities: Client Management and Business Development: <ul> <li>Assists and supports the Corporate Finance advisory in originating and executing transactions in areas of Corporate Finance;</li> <li>Participates in client meetings, as required, in the context of transaction origination and execution;</li> <li>Participates in all aspects of transaction origination and execution in areas of Corporate Finance;</li> <li>Drafts and prepares marketing presentations, pitch materials, books, information memoranda, investor presentations and term sheets on a timely basis;</li> <li>Develops full financial models on corporate finance transactions and conducts valuation analyses using appropriate valuation methodologies including (public market and transaction multiples, DCF, LBO, DDM, merger model, etc.);</li> <li>Conducts evaluation of business plans / business models and project reports for business development and/or mandate execution;</li> <li>Assists with appropriate reviews (financial, legal, risk, compliance, etc.) , due diligence, and other administrative matters relating to the team s activities.</li> </ul> Policies, Systems, Processes, and Procedures: <ul> <li>Implements departmental policies, systems, and procedure so that all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost-effective service;</li> <li>Contributes to the identification of opportunities for continuous improvement of systems, processes, and practices while taking into account international leading practice , improvement of business processes, cost reduction, and productivity improvement.</li> </ul> Self-Management Responsibilities: <ul> <li>Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the course of the year.</li> <li>Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended.</li> <li>Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role.</li> <li>Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.</li> </ul> Key Performance Indicators: <ul> <li>Turnaround time for client services/ transactions;</li> <li>Adherence to policies, processes, and procedures of FAB and the department (including risk, credit, compliance);</li> <li>Timely completion of performance appraisals for the team.</li> </ul> </div>

Associate Director

Core Responsibilities:
<ul>
 <li>Create, implement, and maintain Business Knowledge calendar.</li>
 <li>Conduct new hire orientation.</li>
 <li>Identify Training gaps through constant staff interaction, review of channel performance and other support tools.</li>
 <li>Conduct and coordinate training classes for new hire Tellers, Customer Service Officers, Business Development Officers, Direct Sales Agent, and other positions as needed.</li>
 <li>Create training programs and partner with subject matter experts (internal &amp; external) as needed.</li>
 <li>Partner with subject matter experts and managers to help identify training needs and develop effective and engaging training material, content, and programs.</li>
 <li>Instrumental Designing of training materials and developing visually engaging training content in line with agreed Sales and Distribution and FAB brand guidelines</li>
 <li>Continuously recommend new training approaches, techniques, and programmes</li>
 <li>Create training agendas and coordinate for scheduling trainings {venue, invite list, F&amp;B, Attendance management, follow ups etc.} accordingly.</li>
 <li>Maintain training attendance and feedback report and increase overall satisfaction of trainings.</li>
 <li>Increase engagement and attendance.</li>
 <li>Build well established business partnerships with the various business units.</li>
 <li>Ensure that all staff, new and existing, within the department and external to, are trained on product, policy, proposition, system etc.</li>
 <li>Conduct Refresher Trainings</li>
 <li>Schedule for workshops and drop-in clinics as and when required.</li>
 <li>Create virtual questionnaires to test staff knowledge.</li>
 <li>Conduct site /floor and branch visits to increase engagement of digital journeys.</li>
 <li>Bringing Campaign live Refreshers scheduled to keep campaigns live.</li>
 <li>Provide staff with knowledge support and guidance via emails, call, MS Teams.</li>
 <li>Prepare and share monthly Business Knowledge MIS.</li>
</ul>
Other duties may be assigned.

Senior Officer- Business Knowledge

KEY ACCOUNTABILITIES:<ul><li>Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.</li><li>Demonstrate compliance to organisation s values and ethics at all times to support the establishment of a value drive culture within the bank.</li><li>Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.</li><li>Assist in the preparation of timely and accurate statements and reports to meet department requirements, policies, and quality standards.</li></ul>Specific AccountabilityThe key objective of the Senior Officer would be to act as a liaison between clients and other internal departments of the bank.Senior Officer would endeavor to enhance the client experience by servicing clients and providing them with operational and administrative support.Senior Officer serves the complete set of CCIB &amp; IB clients which includes:<ol><li>Attend to client service requests and arrange to provide appropriate service either directly or by interacting with other Internal Departments or branches but not limited to the below</li></ol><ul><li>Account maintenance activities</li><li>Corporate Credit Card operation</li><li>Balance confirmation letters</li><li>PDC Memos</li><li>Account confirmation letter/Statement Printing Request</li><li>Closure letters</li><li>RM inquiries</li><li>Attending walk in clients to accept request on behalf of RM.</li><li>Exception handling etc.</li><li>SharePoint/ BPMS /DMS/ T24 (App)</li></ul><ol><li>Attend to RM s issues and grievances and resolve or provide solution. Also support in mitigating the factors that resulted in the client complaint/ grievance.</li><li>Collect appropriate documentation required as per bank s / regulatory requirement.</li><li>Timely and effective communications to be maintained with internal stakeholders by complying with TATs &amp; SLAs agreed by CCS with other operational units.</li><li>Manage up-to-date records of all correspondences and handled/ resolved queries and service requests.</li><li>Responsible for all security items held under their custody and assure to obtain all proof of delivery as per the bank policy and procedure.</li><li>Study and identify areas of improvement guarding the risk factors attached to them.</li><li>To assist the Manager in enhancing Customer Experience Centre from CCS transactional experience</li></ol>

Senior Officer- CCS Centre

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