Qureos Mentor

Mashreq Corporate & Inve...

An Employee Relations Specialist will be responsible for maintaining positive employee relationships and ensuring compliance with employment laws.The role requires to handle sensitive employee issues and employee records with high degree of confidentiality and integrity, facilitate training, and provide guidance on PICG policies and procedures in accordance with the overall organizational policies and in keeping with the local laws and regulations. The incumbent will work closely with the Global ER head to support all facets of PICG for the business.Addressing employee relations issues, such as harassment allegations, work complaints, or other employee concerns.Contacting employees whose BGV is red along with the PABP s and taking appropriate actions in consultation with the business.Conducting investigations on breach of code of conduct, negative background verification and whistleblower complaints. Providing support to other People Advisory &amp; Business Partners by ER issues, taking legal opinion where necessary and communicating to employees, business stakeholders and corporate stakeholders. Scheduling audits on policies and processes, overseeing third party vendor audits as part of statutory compliance and managing communications for PICG to the business. Documenting terminations, warning letters, legal opinion, and all Employee relations related information. Being the part of IC for Prevention of Sexual harassment (POSH), liaising with the external vendor, tracking completion of POSH training and training of IC members. Assisting PABP with employees' needs, resolving their concerns, and improving employee relations concerns proactively within the workplace.A professional or relevant post graduate management qualification is essential.7-10 years of experience in Human Resources with specialization in employee relations both operational and strategic level.Strong interpersonal skills, influencing, high level of analytical ability.Prior work experience with banking business/financial services industry is a distinct advantage.Highly customer focused, as it demands in a service industry.Strong leadership skills, experience in working with matrixed organizations. In-depth knowledge of all subjects in HR with experience of labor laws and employee relations is preferred.A proven track record of complex employee relations issues.

Assistant Manager, Employee Relations

The Remote Teller (RT) shall perform financial &amp; service transactions in risk free &amp; efficient manner over video calls while maintaining the set service &amp; control standards at all times.Process financial &amp; service transactions accurately and swiftly in accordance with the laid down procedures over a video call on the Interactive Teller Machine.Strive towards reducing wait time and serve time by efficient processing of all transactions.Strive towards managing customer expectation for each interaction.Ensure zero risk of cash transactions in accordance with SOP with zero operational losses.Ensure accurate delivery / receipt of cash to / from customers at all times.Be aware of fraud trends &amp; be vigilant and alert on any possible fraud risks.Provide continuous feedback and seek guidance and assistance and approval from direct supervisor on any irregular / or suspicious transaction.Adhere to transactions limit, override approval and call back processes.Error free transactional report checking.Investigate in detail any differences in balancing and reconciliation of cash and other security items by following the standard process of checking / scrutiny / investigation.Comply with all policies and procedures to ensure an acceptable risk rating of the remote Teller unit.Assist Team Leader / Remote Teller Manager in handling day to day transactional and service / maintenance activities.Ensure 100% score at remote teller area with mystery shoppers.Be vigilant to identify customer needs &amp; cross sell / refer Mashreq products.Remain updated on all process / control amendmentsProvide friendly, efficient &amp; accurate servicesFull flexibility working in different shiftsComplete knowledge of Interactive teller machine functionalities &amp; minor trouble shootingGood customer service skillsStrong inter-personal, communication skillsStrong work ethics &amp; Team workAbility to handle pressureDetail oriented, quick with numbers, very vigilantAbility to handle routine work with enthusiasm and vigorProcess related to financial / service transactions1-3 years of experience as a teller within banking industry.Job CompetenciesAttention to Detail &amp; Quality (Level 2)Customer Focus (Level 3)Communication &amp; Interpersonal skills (Level 2)Commitment to Results (Level 2)Planning &amp; Organizing (Level 2)

Remote Teller- DBC Interactive Remote Tellers

Responsible for ensuring robust service observability across all squads, enabling proactive monitoring, incident detection, and performance optimization. This role leads reliability initiatives across teams, fostering a culture of resilience and operational excellence. By supporting development teams in gaining deep visibility into systems and user journeys, the SRE helps identify bottlenecks, improve system behavior, and enhance customer experience. The role emphasizes proactive optimization, problem solving, and continuous improvement of reliability, scalability, and availability across the technology landscape. Collaborate with engineering, operations, and other stakeholders to understand monitoring requirements &amp; performance goals. Support teams and define key performance indicators (KPIs) metrics, diagnose issues, and proactively identify areas for optimization. Develop and implement observability processes to enable comprehensive monitoring, logging, and tracing of systems and applications across all teams. Provide proactive approaches to monitoring problems by utilizing existing observability tools and domain expertise. In-depth knowledge of application performance metrics, monitoring, and troubleshooting. Providing expertise in Problem detection, Isolation &amp; RCA during incident management with relevant data and artifacts from observability tools &amp; corresponding systems Provide timely and accurate reports on application performance, highlighting key insights and trends. Collaborate with digital squads to implement performance improvements, including configuration optimizations and infrastructure adjustments. Offer guidance and training to end-users and internal teams on best practices for APM and optimizing application performance. Overall, around 8+ years of experience with IT Infrastructure, Applications 5+ years of hands-on experience in Observability and continuous integration. 2 years of programming background in Java or relevant technologies Deep knowledge of AppDynamics, Grafana, and similar tools Expertise with ELK tools, Splunk, Loki, or OpenSearch Skilled in services and trace correlation Cloud Native and Kubernetes observability Knowledge of cloud infrastructure (Azure) and cluster management tools like Kubernetes Strong communication skills with ability to align the organization on complex technical decisions Bachelor's or master s degree in information technology, Computer Science, or a related quantitative discipline

Senior Site Reliability Engineer

Successfully lead and grow the Mashreq Gold business with clear responsibility on the sales and client coverage aspect. The Head will be directly responsible to all financial targets across all products. He is also responsible to lead and coach the entire AM and RM team.Assist the management in formulation of business strategy for Mashreq Gold and to work closely with proposition, finance, and investment advisory for successful delivery of the strategiesManage a large team of Area Managers with their KPI s / KPA sProvide effective leadership to the Mashreq gold area managers, relationship managers, and service staff via coaching.Strategic<ul><li>Own plans and strategic initiatives of Mashreq Gold for developing business and achieving the segment s planned sales goals</li><li>Prepare KPI reports utilized for financial forecasting, sales planning, and budget setting.</li><li>Develop and execute sales strategies for Mashreq Gold EGYPT with the aim of realigning the region to segment s goals and growing the customer base and overall profitability of the region to the bank</li><li>Execute Mashreq Gold strategies with the concerned area managers to grow and develop the segment s market share using all channels, including internal and external resources.</li><li>Ensure maintenance of high service standards and premium client experience across the segment</li><li>Align customer experience strategies to the highest service standards as per the bank s requirements and ensuring implementation through area managers and respective RM s,</li></ul>Financial<ul><li>Drive enhanced revenue generation for the segment and develop efficient plans at enhancing sales productivity</li><li>Undertake ownership of the financial targets for the segment</li><li>Monitor sales activities on a regular basis and enabling sales improvements to match the segment s requirements and growth opportunities in the market</li></ul>People<ul><li>Coaching, grooming, and developing the competency level of area managers</li><li>Proactive in key HR activities for Mashreq Gold segment including identifying and recommending talent to other Areas</li><li>Lead, develop, and motivate the RM teams by enforcing the performance management culture and adopting reward recognition programs</li><li>Identify critical Area Managers and set recommendation for career development and growth plans</li></ul>Compliance<ul><li>Establish and institutionalize a culture of internal controls and compliance in line with bank s SOPs, external local regulations, ADM and AML guideline to ensure a risk-free operating environment and achieve satisfactory risk rating</li><li>Communicate changes in product, credit policy parameters and new product launch to the Relationship managers and other Mashreq Gold personnel.</li></ul>Clients<ul><li>Handle and assist in resolving escalated customer complaints, operations related matters and credit and marketing issues across cross functional lines, RBG, and other groups</li><li>Responsible to drive to success all customer experiential related events held within the area/centers</li></ul>Service<ul><li>Ensure superior service delivery standards by constantly monitoring the key service performance indicators.</li><li>Interact with the distribution channel to acquire, drive referrals, and ensure fulfillment of leads within approved TAT</li></ul>

Head of Sales & Client Coverage.RBG

Manage a set of existing Small Enterprise (SE) relationships and originating new SE relationships in business communities around branch locations.To achieve assigned financial and non financial objectives by meeting all borrowing &amp; non borrowing needs of customers with target segments (Viz. borrowers, transactors, depositors).Actively source new-to-bank customers and generate new business leads from walk-in customers. Manage all customers focusing on relationship Management &amp; up-selling/ deep-selling/ cross selling other bank products. Seamlessly takeover new relationships originated by DS &amp; relationships downgraded by ME team using defined customer on-boarding procedure.Constantly identify opportunities to upgrade customers to ME category by identifying customer's needs &amp; profiling.Responsible for quality &amp; soundness of assigned SE portfolio (KYC reviews, monitoring for due diligence, anti money laundering procedures etc).Improve share of wallet &amp; target to be primary bank for each of the relationships in the assigned portfolio. Enhance relationship revenue from existing portfolio of borrowing &amp; non-borrowing accounts by cross-selling complete range of banking products. Assume complete ownership of customer relationship management for the assigned portfolio of accounts. Provide superior customer service.Conduct annual/periodic credit facility reviews in the existing portfolio in a timely manner and recommend appropriate credit facilities in line with the banks credit policy to maximize earnings while containing risks to an acceptable level and identifying candidates for downgrades/ upgrades.Follow-up and monitor assigned relationships to ensure satisfactory account conduct and early rectification of various credit related issues.Implement and maintain complete control aspects i.e. documentation, periodical client visits / call reports, stock inspections and formal credit checks / informal market feedback to monitor the assigned portfolio effectively. Maintain acceptable portfolio quality.Screen the market for NTB opportunities.Liaise between internal and external advisors to ensure precision of agreements.Develop on the job learning curve of SSO to enable them to grow professionally and prepare them for higher levels of responsibility. Liaise with superiors and direct reports within the business units, Risk Management and related enabler units within the bank to achieve business objectives.Achieve assigned financial and non financial targets.Adhere to all the compliance &amp; regulatory policies with regards to KYC/ AML etc as set out by the bank from time to time.Update branch manager and regional SE manager on regular / weekly for better controls on sales and relationship management.Regularly upgrade existing SE customers to ME segment by offering need based solution as per client's profile &amp; requirements.Banking Sales &amp; service experience with proven relationship management qualities.Requires advanced vocational knowhow of the subject matter (viz. Credit, Trade, Operating system, Legal, etc)Excellent communication and negotiation skills.At least 4 years + relevant banking experience in local or international marketMBA/CA or if a regular graduate needs to possess adequate relevant experience.Positive attitude, strong work ethic and a good team player.

Relationship Manager- Business Banking

First level checking scrutiny of transactions related to Clearing, Collections, Cash management, RPC, Remittances (outward &amp; inward), Investigations and centralized PDC, area and to provide valued added services and ensure that all transactions are processed in compliance with established turnaround times and operating procedures to maximize customer satisfaction.Receiving of cheques, payroll and collection requests from branches and units through mail/ courier and provide acknowledgement after checking.Delivering documents and guaranteesPayroll, Cheque, PDC &amp; CMU transactions are processed in respective system as MakerVerifying the customer signature and other technicalities on the requestCustomer transaction posting in Flex system as MakerVerifying the cheque security features as per the central bank guidelinesGenerating the reports and balancing the accountsWarehousing of PDC cheques date wise and retrieval on due dates and reconciling with the reportFiling of the documents and sending the document to CORD for archivalReceiving the CCDM cheques from TG and its balancing.Scanning cheques related to PDC/CMU &amp; FTC documents in ICCS and EDMSManual reconciliation of the outward clearing accepted cheques and verify against the system reportPull out the discarded / return cheques and prepare return memoDispatch the discarded / unprocessed / return cheques received from the branches and the CCDM to the parent branch / delivery center and update the details in the excel file.Reconcile the cheques in the machine for the settlement date and pack amount wise for archival.Handle the withdrawal and postponement requestsSupport for general mail enquiry and responsePreparing mail schedule and send return cheques and documents to branches/other unitsPeriodic reconciliation and balancing of all the PDC cheques, FTC documents, PO, DD &amp; bank guarantees for all the productsCustomer FAX Application, Original FTA, SWIFT messages, Pay Orders, Standing Orders, DDS application, amendment document scanning and work item creation in EDMS as Maker Monitor FAX Printers and route the application to respective processing unitCentralized processing of back office transactions for all UAE branches.Close co-ordination with business groups for timely decisions.Processing of all transactions within agreed timeSuggest innovative process improvements to overcome problems related to non-adherence to SLAs.Ability to resolve routine problems in coordination with all groups.Recommend improvements to Operating Systems and procedures.Recommend training for self and processors.Ensure completeness of instructions from customers/banks/departments etc.Excellent communication skills.Strong interpersonal skills.Good verbal/written communication and computer operating skills.Good knowledge of general banking rules and regulations.

Officer, Payment Operations.OPS

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