Senior Officer, Account Services

Job Purpose

Support BBG Operations and relevant stakeholders in accordance with bank policies and procedures, regulatory requirements, and agreed service standards. The role is responsible for processing day-to-day BBG Operations transactions while maintaining operational quality, efficiency, legal compliance, and effective risk controls.

Key Responsibilities

Service Delivery

• Handle all requests promptly, efficiently, and with full integrity, ensuring compliance with service-level agreements.
• Maintain service logs and operational dashboards, where applicable, to monitor turnaround times.
• Communicate effectively with internal and external stakeholders.
• Process BBG activities in accordance with approved service-level arrangements.
• Review and validate documents received from Client Services and Onboarding before processing.
• Review and process all activities related to BBG Operations.
• Ensure that all activities comply with bank policies, procedures, and legal and regulatory requirements.
• Stay updated on new regulations issued by the Central Bank of the UAE, developments in the UAE legal environment, international requirements, and corporate credit practices.
• Manage high-volume and bulk requests for BBG clients while maintaining accuracy, compliance, and timely resolution.
• Prioritize critical cases and coordinate with relevant internal teams to maintain service quality.
• Manage the BBG Help Desk by responding to stakeholder and business-unit queries promptly and professionally.
• Provide clear guidance and escalate issues when required.
• Update transaction statuses and reasons for rejection through email or the relevant workflow system.
• Prepare standard operating procedures for new processes that have not yet been documented.
• Process the activation of BBG dormant and unclaimed accounts.
• Perform additional duties assigned by management to avoid service interruptions.

Risk and Compliance

• Manage daily workflows without compromising risk controls or service quality.
• Identify and escalate compliance, legal, credit, and operational risks.
• Recommend and support the implementation of appropriate mitigating actions and controls.
• Maintain timely and effective communication with internal and external customers while protecting the bank’s reputation.
• Analyse recurring issues and enquiries to identify potential risks.
• Escalate identified risks to the appropriate authority and support the development of additional controls.

People and Teamwork

• Maintain professional and effective communication with colleagues and other departments.
• Support team members in delivering service excellence.
• Contribute to process awareness, knowledge sharing, and job rotation within the unit.
• Support on-the-job, technical, and soft-skills training and development.
• Complete assigned duties and responsibilities accurately and on time.

Business Efficiency

• Provide process-improvement suggestions to the Section Head or Department Head.
• Support initiatives that improve operational quality, efficiency, and customer service.
• Contribute to data-migration and system-integration activities.

Job-Specific Accountabilities

• Process onboarding and remediation transactions for Corporate and Institutional Banking customers.
• Review transactions for AML and legal risks before entering the information into the bank’s systems.
• Ensure all information is accurate and complete before processing.
• Comply with approved terms and conditions for FAB Head Office, representative offices, and international branches.
• Monitor and control compliance, legal, and operational risks.
• Adhere to bank policies, procedures, turnaround times, and service-level agreements.
• Support internal stakeholders and contribute to business growth and continuity.

Key Stakeholders

Internal

• BBG Relationship Team
• Corporate Finance
• Compliance
• Operations
• Client Services
• Islamic Banking
• Corporate and Investment Banking
• Credit
• Information Technology
• Legal
• Operational Risk

External

• FAB BBG customers

Qualifications and Experience

• Diploma or bachelor’s degree in Banking, Finance, Business Administration, or a related field.
• Minimum of three years of banking experience, preferably within CCB, IB, Account Services, or a related operations function.
• Working knowledge of core banking systems.
• Familiarity with banking policies and procedures.
• Good written and verbal communication skills in English.

Key Skills and Competencies

• Banking operations knowledge
• Account services and onboarding
• Risk and compliance awareness
• AML and legal-risk awareness
• Document review and validation
• Attention to detail
• Workflow and transaction management
• Stakeholder communication
• Customer-service orientation
• Problem-solving and escalation management
• Ability to manage high-volume requests
• Process improvement