Senior Officer, WB, IB&M, and PCBG Account Services (Emiratised Role)

Job Purpose

Support BBG Operations and relevant stakeholders in accordance with bank policies and procedures, regulatory requirements, and agreed service standards.

The role is responsible for processing day-to-day BBG Operations transactions while maintaining operational quality, efficiency, and compliance. It also requires sound knowledge of credit risk, banking products, and market practices, as well as contributing suggestions to improve processes and customer service.

Key Responsibilities

Service Delivery

• Process BBG Operations activities accurately and within the approved turnaround times and service-level agreements.
• Ensure all requests are handled promptly, efficiently, and with full integrity.
• Review and validate documents received from Client Services and Onboarding before processing.
• Maintain service logs and operational dashboards, where applicable.
• Communicate effectively with internal and external stakeholders.
• Process all activities in accordance with bank policies, procedures, and legal and regulatory requirements.
• Manage high-volume and bulk requests for BBG clients while maintaining accuracy and service quality.
• Prioritize critical cases and coordinate with internal teams to ensure timely resolution.
• Manage the BBG Help Desk by responding to stakeholder and business-unit queries professionally and promptly.
• Provide clear guidance and escalate issues when required.
• Update transaction statuses and rejection reasons through email or the relevant workflow system.
• Prepare standard operating procedures for new or undocumented processes.
• Process the activation of BBG dormant and unclaimed accounts.
• Perform additional responsibilities assigned by management to avoid service disruption.

Risk and Compliance

• Manage daily workflows without compromising operational risk or service quality.
• Identify and escalate compliance, legal, credit, and operational risks.
• Recommend and support the implementation of appropriate mitigating actions and controls.
• Protect the bank’s interests and reputation when communicating with internal and external stakeholders.
• Analyse recurring issues and enquiries to identify potential risks.
• Escalate identified risks to the appropriate authority and support the development of additional controls.
• Stay updated on new regulations issued by the Central Bank of the UAE, developments in the UAE legal environment, international requirements, and corporate credit practices.

People and Teamwork

• Maintain professional and effective communication with colleagues and other departments.
• Support team members in delivering service excellence.
• Contribute to knowledge sharing, job rotation, and process awareness within the unit.
• Support on-the-job, technical, and soft-skills training and development.
• Ensure assigned duties and responsibilities are completed accurately and on time.

Business Efficiency

• Provide improvement suggestions to the Section Head or Department Head.
• Support initiatives that enhance operational quality, efficiency, and customer service.
• Contribute to data migration and systems-integration activities.

Job-Specific Accountabilities

• Process onboarding and remediation transactions for Corporate and Institutional Banking customers.
• Review transactions for AML and legal risks before entering the information into the bank’s systems.
• Ensure information is accurate and complete before processing.
• Comply with approved terms and conditions for the bank’s head office, representative offices, and international branches.
• Monitor and control compliance, legal, and operational risks.
• Adhere to bank policies, procedures, turnaround times, and service-level agreements.
• Support internal stakeholders and contribute to business continuity and growth.

Key Stakeholders

Internal

• BBG Relationship Team
• Corporate Finance
• Compliance
• Operations
• Client Services
• Islamic Banking
• Corporate and Investment Banking
• Credit
• Information Technology
• Legal
• Operational Risk

External

• BBG customers

Qualifications and Experience

• Diploma or bachelor’s degree in Banking, Finance, Business Administration, or a related field.
• Minimum of three years of banking experience, preferably within CCB, IB, Account Services, or a related operations function.
• Working knowledge of core banking systems.
• Familiarity with banking policies, procedures, and regulatory requirements.
• Good written and verbal communication skills in English.

Key Skills and Competencies

• Banking operations knowledge
• Account services and onboarding
• Risk and compliance awareness
• AML and legal-risk awareness
• Document review and validation
• Attention to detail
• Workflow and transaction management
• Stakeholder communication
• Customer-service orientation
• Problem-solving and escalation management
• Ability to manage high-volume requests
• Process improvement