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Senior Manager, Retail Asset Operations

Commercial Bank of Dubai (CBD)

Dubai, UAE

Ref: HP905-372

Job description / Role

Employment: Full Time

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.

As Senior Manager of Retail Asset Operations you will be expected to drive flawless execution aligned with Bank's vision in overseeing and managing Lending Operations (Conventional & Islamic for Retail, and Staff) ensuring that customers receive excellent service within agreed service standards and published SLAs / TATs maintaining end to end ownership.

Responsibilities include but are not limited to:

- Responsible for managing day to day functions within Lending Operations (conventional & Islamic) for Retail and Staff performed at on-shore/ offshore (i.e. exception process, Personal, Mortgage, Business Banking disbursal), custody & reconciliation of lending documents(for retail loans), archival of daily files, defining of BRD, updating RCSA, writing SOP, defining UAT scripts, validating UAT results, Business Continuity.
- Ensuring that all operational procedures in Lending operations conform to Bank's standard approved policy and procedures, quality, operational efficiency & controls and stand the test of audit, maintaining, constantly improving operational health of Lending Operations activities through efficiency and existence of adequate controls.
- Managing performance of on-shore/off-shore Lending operations team through the daily EOD MIS, error rate, daily reconciliation & monthly dashboard and channel feedback on exceptions with corrective measures and conducting regular meetings.
- Responsible for establishing and monitoring operational performance standards, service standards, and service level agreements (both internal within the bank and external with service providers) for all aspects of operational performance / service delivery within Lending Operations to ensure a very high level of customer satisfaction.
- Work closely with Client Engagement functions and ensure effective complaint management & handle customer complaints when escalated and channel feedback into process improvements.
- Building a control conscious environment, by making reporting staff aware of the key risk / controls / procedures of the operations and letting them "own" their processes.
- Plan and review staffing requirements, in accordance with business plans & volumes.
- Maintain end to end ownership for efficient and prompt processing of all loans origination, maintenance and settlements, reconciliation procedures and availability of adequate controls to avoid and operational risks. Manage all issues related to systems, internal audit, fraud, Compliance, Business Continuity Management (BCM) and internal controls
- Ensure all Operational processes (On-shore & Off-shore) conform to the Bank's Credit Policy and Operational procedures, Delegation of Authority, Compliance framework, UAE CB regulations, Land Department regulations, security & control,
- Play a proactive and contributory role in implementation of new products / services and improve processes under existing products in compliance with laid down policies and procedures.
- Drive digitalization in line with LEAD project, reengineer process to reduce non value add or duplicate tasks, improve efficiency
- Monitor the performance of Lending Operations unit staff and counsel, mentor, motivate, guide and train them to ensure that performance is optimized through a high level of staff morale/initiative/development and smart KPIs.
- Work closely with Sales, Business & IT functions to ensure that all operational support are addressed whenever a new product or new product features are launched by business.
- Responsible to keep Head of Lending and Card Operations advised of any material operational / process weaknesses and non-compliance with controls in Card Operations and incidents to be updated to Bank's ORM on all potential and confirmed fraud / risk cases.
- Ensure participation and recommendation of user specifications for system development / enhancement for activities handled within the Unit or on any new product launch.
- Responsible for End to End ownership of all functions within Lending Operations and ensure customer satisfaction is provided at all times.
- Continuously review, recommend and implement improvements / enhancements to operational procedures & workflows within Lending Operations.
- Verification and authorization of loans/ advances in processing systems (example BPM, CVXR, LO, IBS, Ethix Core & Ethix branch in line with delegated authority) for high value transactions (above set threshold) as defined by the bank.
- Ensure to maintain dual control of documents/ Manager's cheques, Chubb keys etc to ensure safe custody and up-keeping, maintain records to protect the interests of the Bank's business.
- Coordinate with auditors and rectify the irregularities and deficiencies observed to ensure compliance with the standard policies, procedures and statutory requirements.
- Ensure Audit Log of all Onshore and Off shore staff are checked and discrepancies, if identified, are rectified immediately, and records maintained



- Bachelor's Degree in a Finance discipline
- Computer Literate
- 10-15 years' experience in banking operations, out of which 3 to 4 years' experience in managing teams
- Strong exposure to credit and loan related functions
- Knowledge of Local & UAE Central Bank regulations
- Written and spoken English - Arabic preferable.
- Good interpersonal and negotiating skills
- Investigative and analytical mind
- Good report writing skills
- Customer Service Orientation
- Concern for quality
- Information seeking
- Leadership skills and team work
- Strategic Thinking & Foresight
- Decision Making

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.

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Senior Manager salaries in UAE

Average monthly compensation
AED 38,500

Breakdown available for industries, cities and years of experience