banking jobs and careers in UAE 2023 | First Abu Dhabi Bank (FAB)

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AVP & Lead- Collection Operations

First Abu Dhabi Bank (FAB) بنك ابوظبي الأول

First Abu Dhabi Bank (FAB), the largest bank in the UAE and one of the largest financial institutions in the world, offers a wide range of solutions, products and services tailored to provide a personalized banking experience.
Through its strategic offerings, it looks forward to meeting the banking needs of customers around the world with market-leading corporate and investment banking franchises and personal banking services.
The bank's headquarters is located in Abu Dhabi, in the Khalifa Business Park, and the bank's international network extends to more than 19 countries, all over the world, providing global relations, experience and financial strength to support local, regional and international companies seeking to do business at home and abroad.
In line with its commitment to putting customers first, in order to grow stronger, FAB will continually invest in people and technology to create a more convenient banking experience for customers and will support the growth ambitions of its stakeholders across the global network in which the bank operates.
To enable its clients and customers to grow stronger, FAB is embarking on a powerful move that goes beyond banking services.
The Grow Stronger movement represents the Bank's promise to support shareholders' goals and growth ambitions, and to provide insights, tools and expertise to help them become stronger, today and in the future.
With a strong and diversified balance sheet, leading efficiency and a strong corporate governance structure, FAB is poised to drive growth forward.

Core Responsibilities

Induction Training for Collections new joiners and COC Refresher Training half-yearly or as and when required.
Ensure that the collection process is carried out within the framework of the bank’s code of conduct and keeping in mind the reputation of the bank.
Ensure all queries/requests/information received from customers through Call Centre and all other channels pertaining, to Collections and also received through the workflow system are handled timely and ensure the same is cascade to the Collections Team.
To ensure customers and complaints are handled professionally and are given the highest level of service and they are satisfied with the resolution given.
No major complaints on wrong information provided/ customer dissatisfaction to be escalated.
Ensure all reviews conducted by internal or external auditors are managed as a SPOC and ensure response to audit deliverables in a timely manner.
Remediation and closure of audit observations in a timely manner as per agreed management action plan.
To ensure that KCSA, (Key Control Self-Assessment) checks laid down by Head of Collection & Recoveries are completed and report provided on the same on monthly basis to Head of Collection.
To ensure that KRI (Key Risk Indicators) identified as per RCSA are reported timely.
To ensure that call monitoring of the collections telecalling staff is done as per agreed sample to minimize customer complaints.
Ensure that the complaints are investigated & appropriate actions taken to minimize reputational risk in collections.
Work closely with the Head of Collections & Recoveries, and the head of collections for the various FAB entities/products to identify improvements in existing Collections processes.
Suggesting process refinements for better efficiency & output.
To continue to identify new risks and mitigate them by monitoring and enhancement of collection processes.

Qualifications

Bachelors’ Degree.
Minimum of 5-7 years of experience in consumer banking QA/Audit with at least 3 years’ experience in Consumer Banking.
Should have experience in Secured and Unsecured Product Collections.
Track record in establishing and adhering to controls framework and proactively identifying and resolving potential gaps as well as identified audit issues.
Ability to deliver results while conforming to regulatory and policy guidelines.

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