Digital Onboarding Specialist (Outsource)

Role Overview

Digital Onboarding Specialist (Outsource) at ADIB, located in Sharjah.

Role Purpose

Review and create BBD customer onboarding application journeys for ADIB Office Banking solutions, ADIB Direct online channel, IVR, SMS, eStatements, Signature modifications and other BBD products setups end-to-end, providing complete customer profile setup, service package, pricing, limit setup, and user access support.

Key Responsibilities

Onboarding & Product Setup

• Review documentation provided for onboarding, IVR, SMS registration and eStatements to ensure alignment with compliance requirements for new and existing customers.
• Establish ADIB Office Banking solutions, ADIB Direct online channel, IVR, SMS registration, WPS, Bulk, SWEEP, CHEQUE BOOK, DDA and MOBILE function setups for BBD clients within agreed departmental SLA turnaround times.
• Assign and issue tokens against user IDs as per client request.
• Manage and handle all signature modification, POA and reactivation requests according to SOP and ADIB policy.

Operations & Quality Assurance

• Ensure data is accurately submitted in the system to avoid rejections and audit points.
• Maintain token inventory by count and share with checker for reconciliation on daily, weekly and monthly basis.
• Assist with non-qualified service including document updates or other tasks to ensure timely and accurate completion of requests.
• Handle daily queue and ad-hoc tasks assigned by the team leader and manager in timely manner.
• Coordinate with all team members on daily basis.

Compliance & Risk Management

• Ensure all activities are in compliance with Bank policies, Sharia compliant and in adherence with GCD.
• Identify any gaps or red flags and escalate in a timely manner.
• Handle workload including high priority requests and ensure timely escalation of key risks and issues to the Manager.

Stakeholder Communication

• Actively communicate with the line manager regarding onboarding progress.

Qualifications & Experience

• Advanced knowledge of UAE banking procedures, regulations and risks, or similar experience.
• History of contributing to process improvement.

Skills & Competencies

• Excellent knowledge of ADIB's BBD products and services.
• High ability to comply with ADIB's Operational Policies and Procedures.
• Attention to detail and self-motivated approach.
• Strong interpersonal skills and ability to liaise with Front office, Compliance and Audit on matters relative to onboarding and client maintenance workflow.
• Forward thinking and motivated to adapt to changing priorities.

Additional Information

• Work schedule: 8 hours per day, 5 days per week.
• Daily break shall not exceed 30 minutes.
• Work overtime when required on day off, public holidays and after daily work hours.
• Performance target: Achieve 88% productivity for the month.
• Service level target: Ensure that 95% of received cases are handled within the agreed TAT.
• Quality target: Achieve R2 (90% score) for Quality samples in the Monthly Evaluation.