Director – Service Delivery Manager, Securities Services | Abu Dhabi

Job Position: Director – Service Delivery Manager, Securities Services
Job Description: First Abu Dhabi Bank – Abu Dhabi – Key Accountabilities: Review client Service Level Agreements and have mechanism to monitor adherence to the SLA. Ensure proper maintenance of service level agreement for each process and monitored identification of cost effective improvements. Work closely with the sales team and relevant stakeholders in acquiring new clients for Custody business Manage the entire calling process and daily client interface To support the sales team in their revenue generation efforts Support assigned clients due diligence visits, questionnaires, RFPs & RFIs and ensure delivery to the Service level agreements in place. Comply with the custody and group policies Communicate client demands to both the market and the regulator Working closely with Relationship Managers / Securities Services sales team in exploring new business mandates from new / existing clients by gaining a good understanding of client investment strategies and requirements Ensuring up-to-date service profile and ensuring timely submission to existing and new customers Track client queries via Query-Track and analyse it in order to reduce the number of frequently asked queries. Maintains and enhances positive customer relationship by anticipating, assessing and satisfying customers’ service needs, resolving any enquiries, implementing and exceeding clients SLAs, handle complaints professionally. Facilitate client’s visit to UAE in coordination with the BD team; this includes service and market presentations; Diligently provide customer assistance after deal is won by the bid including solving customer queries and proactively follow the transition process from deal closure till the transition is complete. Qualifications & Experience: Minimum Qualification: Incumbent at this level is expected to have a Degree in a relevant discipline, qualification in Business Management; Minimum Experience: Job holder must have a deeper knowledge of the custody business and at least 5 years’ experience in sec…see more details

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