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

Role Overview

Senior Officer, WB, IB&M, and PCBG Account Services at First Abu Dhabi Bank, based in the United Arab Emirates. This is an Emiratised role.

Company Overview

First Abu Dhabi Bank is the largest bank in the UAE and one of the world's largest and safest financial institutions. The bank offers a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. FAB is committed to excellence and innovation in providing top-tier financial solutions to clients globally.

Role Purpose

Support BBG Operations and relevant stakeholders in accordance with bank policies, procedures, regulatory requirements, and agreed service standards. Process day-to-day BBG Operations transactions while maintaining operational quality, efficiency, and compliance, with sound knowledge of credit risk, banking products, and market practices. Contribute suggestions to improve processes and customer service.

Key Responsibilities

Service Delivery

• Process BBG Operations activities accurately and within 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.
• Review transactions for AML and legal risks before entering information into the bank's systems.
• Monitor and control compliance, legal, and operational risks.

Onboarding and Transaction Processing

• Process onboarding and remediation transactions for Corporate and Institutional Banking customers.
• 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.
• Adhere to bank policies, procedures, turnaround times, and service-level agreements.

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.
• Support internal stakeholders and contribute to business continuity and growth.

Qualifications & 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.

Skills & 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.
• Good written and verbal communication skills in English.

Additional Information

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture. The bank provides a range of learning and development initiatives to support all employees through training and skill development. FAB has structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globally.