AVP- CCS – Commercial Banking (UAE Nationals Only)

First Abu Dhabi Bank

Job Description

Job Purpose
To oversee and lead the Client Services for CIB clientele which manage and grow our existing client accounts by devising client strategy, developing client relationships and delivering client objectives.
Operationalize and execute the followingactivities at CCS:

  • Supervise and monitor the transactions in the workflow system until successful execution
  • Coordinate with Relationship team and Clients for resolving any technical and financial referrals
  • Teach the staff and create sufficient back-up
  • Compliance of transaction to SOPs and SLA/TAT

Specific Accountability

  • The key objective of the AVP of CCS would be to monitor day to day team performance as a liaison between clients and other internal departments of the bank, specifically Relationship team.
  • AVP CCS would manage the team to enhance the client experience by assuring service quality and providing the CIB Relationship team with operational and administrative support.
  • AVP CCS would also provide advisory service to educate the direct reports and developing their skills
  • To target zero complaints, minimum 95 pct adherence to TAT standards as agreed with business
  • To achieve more than 90% satisfaction score in the internal customer survey.
  • To target Nil unauthorized breaches in Policy/regulatory requirements and SOPs.
  • To obtain minimum of Satisfactory rating in all audits – INA/RMU/OCS/Self-assessment.
  • To target Nil breaches in housekeeping (reconciliations, tracers, DCFCL etc.).
  • To continuously review client and competitive landscapes in the region and recommend best practices and creative approaches for enhancing customer experience

AVP CCS will manage CIB clients which includes

  • Act as first escalation point to client service requests and manage to provide appropriate service either directly or by interacting with other Internal Departments or branches.
  • Attend to complex transactional client issues and grievances and resolve and provide solution.
  • Monitor the team performance to mitigate the factors that resulted in the client complaint/ grievance
  • Support the business in any remediation projects
  • Monitor Service Level Agreements with clients in order to manage client expectations.
  • Review the SLAs at agreed frequency to ensure smooth operations and scheduled delivery of services.
  • Assure timely and effective communications to be maintained with clients and internal stakeholders.
  • Accountable for all custodian items and spot-check reports as per bank policies and procedures
  • Propose any areas of improvement guarding the risk factors attached to them
  • Customer Complaints Monitoring for the entire CIB and ensure that they are resolved by the CCS team within the agreed SLA. To analyze with the stakeholders for the root cause and ensure non-repetition
  • MIS and analytics for the CCS
  • To manage and assist in enhancing Customer Experience Centre from CCS transactional experience
  • To manage the Calls and call backs efficiently with Managers from CC

To monitor the team to assure back hand support to Operations teams on:

  • Account Opening documentation
  • Account maintenance activities
  • Corporate Credit Card operation
  • Cheque book request
  • Balance confirmation letters
  • Return Cheque
  • Payments (Inward and Outward) related queries
  • Charges related issues
  • eChannel’s related issues
  • Client Correspondence
  • Exception handling


Minimum Qualification

  • University Degree in Commerce or Banking.

Minimum Experience

  • Minimum 3 to 5 years experience in Trade finance
  • Knowledge of general Banking principles
  • Good working knowledge of Back-office operating procedures
  • Excellent communication skills both in written / spoken at all levels
  • Analytical, Self-motivated, energetic, flexible, dynamic, problem-solver, ready to work in a challenging environment
  • Must be able to work independently and in a cooperative team environment.

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