VP- Governance & Customer Experience (UAE National Only)
Job Description
Job Description
Job Purpose:
- Build governance framework within business as per regulatory guidelines.
- Monitoring & management of all governance related activities/tasks.
- Customer experience & complaint management.
Key Accountabilities:
Governance & Risk Management :
- Responsible for institutionalizing procedures and controls within the segment to assure compliance with applicable regulatory and legal requirements as well as good business practices.
- Keep updated with regulatory changes and identify impact on the business pro-actively.
- End to end responsibility for OR incident management and RCSA – from origination to closure and subsequent update of processes to avoid future irregularities.
- Act as the key point of contact between the business and Compliance, Legal, Ops Risk, AMO, and ITD
- Coordinate the Operational Risk Management and Business Continuity (BCM) initiatives within BBG
- Support governance related activities for BBG in line with the bank principles as required
- Assist senior management in the implementation of Department's action plan by owning the respective objectives and delivering outcomes
- Support the team in the role as focal point for any CMB related requests received from applicable regulators in particular the Central Bank of the UAE (CB UAE) and other regulatory authorities.
- Support the team in delivering management of Alerts, by facilitating the flow of information between the various stakeholders for the appropriate management of alerts
- Supports the implementation of major transformation programs
Customer Excellence :
- Formulate & manage end to end process for all customer communication
- Custodians for all marketing related tasks for CMB
- Work closely with all portfolio managers, area managers and segment heads to develop an organize annual marketing plan
- Ensure adherence to customer complaint management process by ensuring effective coordination, with internal team members, product managers and relevant stakeholders.
- Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit
Qualifications
Graduate with at least 7 years relevant local market knowledge in retail banking product and services
- Sound compliance, ops or product or sales governance background
- Prior experience in digitization and process excellence
- Customer obsessed, change focused pragmatist
- Good communication & interpersonal skills
Job Details
Employment Types:
Full time
Industry:
Banking / Accounting / Financial Services
Function:
Finance & Accounts
