AVP-BusinessBanking Account Onboarding&Maintenance.COE Pak - Retail Banking Ops - CCAM.Operations Group-PAKCOE

To lead and manage the end-to-end account opening and servicing processes for Entity clients. The role is responsible for overseeing a team of professionals handling complex onboarding and service requests, ensuring exceptional client experience, operational efficiency, and continuous improvement of processes and systems efficiently and accurately through optimum utilization of resources

Responsibilities

• Team Leadership & Management:
• Lead projects aimed at improving turnaround
• To engage and share functional knowledge with digital squads to design and enhancing FRONT END systems such as Digital onboarding screens, KYC journeys, Fulfillment systems, Name screening systems, Core flex systems, BPM & EDMS to increase efficiency and reduce cost resulting in achieving Unit’s goals on cost saves as per financial planning.
• Lead, mentor, and develop the account opening and client servicing team to deliver high performance and professional client service.
• Allocate responsibilities, monitor performance, and provide strategic direction and coaching.
• Ensure reporting of data to Top management through MIS presentations.
• Foster a culture of accountability, efficiency,, continuous improvement and Process Management:
• Own and oversee the full lifecycle of Entity account opening processes, including KYC/AML checks, documentation, due diligence, and system setup.
• Ensure accurate and timely handling of all service requests from Entity clients, maintaining a high standard of service delivery.
• Compliance & Risk Management - Ensure adherence to all regulatory and internal policies, especially related to KYC, AML, and data privacy.
• Work closely with Business, Governance, Compliance, Risk, and Legal teams to mitigate operational and reputational risks.
• Stakeholder Engagement: - Act as the senior point of contact for internal stakeholders including Relationship Managers, Product, Compliance, and IT teams.
• Work with Governance and product team on new processes and enhancement of existing ones or on data clean-up / remediation requests.
• Conduct root cause analysis of Complaints, Operational losses, or escalations.
• Ensure optimum utilization of resources with effective budget and staff planning as per business forecasted volumes
• Identify inefficiencies and implement streamlined workflows and automation opportunities.
• To conduct periodic quality checks as per RCSA policy to maintain accuracy in process to avoid customer complaints and errors.
• Ensure Reconciliation of CAM owned GL and timely reporting to internal bank units.
• To Manage Vendors and overall administration related work.
• Act as a Back up Manager for ATM and Individual segment related activities.
• To Ensure 'Satisfactory' audit rating for CAM Ops.

Qualifications

• Comprehensive knowledge of General Banking Activities such as Name Screening/ KYC / Risk Matrix and Online Banking Products and Services of Mashreq Bank.
• Advance knowledge of Bank policies, operating systems and procedures, branch related functions and regulatory requirements as per region.
• In-depth knowledge on digital journeys/platforms for on-boarding and servicing related activities
• In-depth understanding of GL reconciliation processes through advanced MS Excel tools
• Good Communication skills.
• In depth understanding of Risk control and Self assessments process as per Bank policy.
• Strong inter-personal, problem solving communication, analytical.
• Capable of handling multiple task
• Minimum Qualification is Graduation.
• Strong Computer knowledge along with MIS preparation and presentation skills.