Digital Banking Operations Supervisor

Job Purpose

Managing Banking as services e&Mashreq NEO (Mashreq) & ElAhlawya Credit card (FAB) in achieving unit strategy across Operations, to reach stable and responsive operations, full activations for customer KYC’s , handling Stores complaints, follow up with the partner Bank in order to fulfil 100% from the KYC.

1 Product Fundamentals & Enhancement

• Apply, execute and launch product operational and CE fundamental process and projects. Whereby, serve our e&Mashreq NEO (Mashreq) & ElAhlawya Credit card (FAB) main stores ,to ensue product stability, fulfilment and effectiveness.

• Responsible on e&Mashreq NEO service full registration cycle, complain management and related operations & Experience enhancements and service issues.

• Responsible on ElAhlawya Credit card (FAB) acknowledgment process. Internal systems enhancements, Internal and external systems failures fix’s

• Develop and enhance internal e&NEO service-related system to facilitate daily usability for Bank support functions including and not limited to BO, CC. and the partner bank

• Monitor internal and external system failures and act to fix related issues through internal and external partners.

• Fixing & enhancement internal system (DTS) & shared SFTP folder used by FAB team in daily operations flow.

2 Customer registrations, communication & informative channels

• Enchantment e&NEO service communication with customers by developing SMS’s, application notifications and Etisalat portal. Also, ensure internal communication channels “to keep the Stores aligned.

• Reasonable of managing Banking service fulfilment cycle starts from retail, courier, Etisalat BO and partner bank. Ensure successful registration for e& customers. Fix related registration failures across all channels. Ensure applying CBE regulations before delivering it to the partner bank. Vendor management,

• Ensure smooth work flow with service vendors and partners Mashreq & FAB Banks to Mange related bills and budget with the courier partner. Customer complaints & Operational maintenance,

• Responsible of creating business plan to handle customer complains as a second line for CC & Sales through mailbox and SR. Covering, deactivation, failed activation, & tracking achieving management plan.

3 Ongoing enhancement for BO handling AHT & complains FCR.

• Develop related service operational enhancements on process and projects levels, monitor service performance, and cooperate external with Mashreq Bank to apply related product systems enhancements, migrations and security protocol.

• Report, highlight and provide proper insights to management fulfilment performance, complain behavior, system issues, new regulations mandate, areas of developments on a timely manner.

4 Regulation implementation

• Ensure service adherence to the applied regulations within running fulfilment cycle, complains SLA’s and apply required governmental mandates. People management,

• Supporting Operation manager for, Operation and CE teams toward area objectives and KPI’s. Maintain a productive environment for the engaged team members. Ensure team efficiency on team assigned task and JD