Assistant Manager - Operation Digital Support (UAE Nationals)

Role Overview

Assistant Manager – Operation Digital Support at Emirates NBD, based in the UAE. This role supports the Business Banking digital onboarding journey by resolving RFIs for standard and high-risk customer applications.

Company Overview

Emirates NBD is one of the region's most recognizable brands and a banking innovation leader, growing across the UAE and global offices. The company is committed to welcoming young UAE nationals into an innovative, modern and supportive work environment.

Role Purpose

Support timely, compliant and efficient Business Banking digital onboarding by resolving Request for Information (RFIs) raised during customer application review, coordinating across relationship managers, compliance, technology and internal teams while maintaining strong governance standards.

Key Responsibilities

Customer Application Review & Resolution

• Review and resolve RFIs raised during the digital customer onboarding journey for standard due diligence and enhanced due diligence cases.
• Evaluate customer profiles, validate submitted documentation and ensure all requirements are addressed before submitting cases to account opening, HRA or compliance teams.

Stakeholder Coordination

• Liaise with relationship managers for cases submitted to RM and coordinate with Tanfeeth, compliance, branches, technology and other units to resolve queries and process challenges.
• Ensure customer communications are clear, timely and aligned with Emirates NBD standards to reduce customer touchpoints and improve the onboarding experience.

Governance & Compliance

• Support adherence to bank policies, procedures, governance standards and regulatory requirements when reviewing and processing customer applications.

Process Improvement & Reporting

• Identify process gaps, report technical errors and support process, policy and system enhancement initiatives to improve efficiency and turnaround time.
• Maintain accurate records, reporting logs and follow-up actions for pending cases, customer applications, escalations and audit reference.

Qualifications & Experience

• Good understanding of business banking customer onboarding, digital acquisition processes and customer due diligence requirements.
• Knowledge of banking policies, procedures, governance standards, compliance expectations and regulatory requirements related to account opening.

Skills & Competencies

• Strong attention to detail with the ability to review customer information, documentation and queries accurately within defined timelines.
• Ability to coordinate effectively with internal stakeholders including relationship managers, Tanfeeth, compliance, HRA, branches and technology teams.
• Strong communication skills with the ability to draft clear customer emails and manage follow-ups, escalations and complaints professionally.
• Analytical mindset with the ability to identify process gaps, support change initiatives and recommend improvements to enhance customer experience and operational efficiency.
• Self-motivated team player with the ability to deliver high-quality work, manage assigned tasks and support transformation initiatives.

Additional Information

• Position is open to UAE Nationals in line with the UAE Government's strategy in empowering and developing nationals.
• Flexible work policy allowing work from home arrangements.
• Competitive rewards, benefits and perks.
• Professional development opportunities available to accelerate career growth.