Job Purpose:
Commercial Operations Middle Office Unit is designed to be the First Point of Contact between MB Corporate & Business Banking Customers and Operations Functions for Commercial Operations Activities (In MBEG HO and Branches) to Achieve Number 1 Customer Experience by Maintaining Best in Class Transactional Operations Banking Services.
Responsibilities:
Transactional Operations Scope:
- Trade Finance Import, Export and LGs Transactions including Customers’ requests and Documents handling between Customer and Foreign Trade Centre
- Payments and Remittance Transactions by handling customers’ requests
- Wholesales Credit Admin by Obtaining Transactional Credit Approvals
- All activities related to Commercial Transactions Operations
Main Stakeholders:
- Customer Experience
- Corporate Business
- Business Banking and SMEs Business
- Foreign Trade Center
- Payment and Remittance Centre
- Wholesales Credit Admin
- GTB
- Treasury
- Compliance
- Operations Excellence, Governance and Controls
The Commercial Operations Middle Office Unit Manager will be responsible for:
- Leading and managing the centralized Commercial Operations Middle Office Unit.
- Support Commercial Ops Middle Office Assistant Managers and Officers to effectively handle Customers’ requests on a timely manner and with the required level of accuracy to meet the agreed Service Level Agreements between Operations Units and Business Lines
- Reviewing and monitoring of service quality through SLAs with the support units and Customers Experience Unit.
- Develop and maintain efficient workflow systems to meet customers’ expectations, process improvement requirements and digital transformation.
- Work Closely with Line of Business (Corporate & Business Banking) and Operations Unit heads to enhance Transactional Operations Workflow and identify the enhancement opportunities
- Ensure SOPs are in place, correctly followed and reviewed on an annual basis by all Commercial Operations Middle Office locations.
- Establish SLAs with support functions and monitor Operations & other support functions to ensure seamless service delivery as per agreed SLAs.
Experience:
7-10 or more years of banking experience covering most areas of banking with extensive knowledge of operations, risk management, trade finance, Payments operation and customer service.
Of the above, minimum 5 years of experience in working in a reputed bank at management level.
Ability to understand policies / procedures and implement and modify the existing practices, if need arises.
As part of the First Line of Defense must have strong level of knowledge related to Regulatory & Combating Financial Crime Requirements to maintain regulated Commercial Operations Transactions service delivery
Strong inter-personal and communication skills and ability to make positive influence.
Leadership and People Development
About Us
The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator
in banking and finance, powered by a diverse and dynamic team who put customers first.
Together, we pioneer key innovations and developments in banking and financial services.
Our mandate? To help customers find their way to Rise Every Day, partnering with them through
the highs and lows to help them reach their goals and unlock their unique vision of success.
Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.
We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.
