Digital Banking Operations Supervisor

Job Purpose:Managing Banking as services Mashreq NEO (Mashreq) & ElAhlawya Credit card (FAB) in achieving unit strategy across Operations, to reach stable and responsive operations, full activations for customer KYC’s , handling Stores complaints, follow up with the partner Bank in order to fulfil 100% from the KYC.Job Description:Apply, execute and launch product operational and CE fundamental process and projects. Whereby, serve our e& Mashreq NEO (Mashreq) & ElAhlawya Credit card (FAB) main stores to ensue product stability, fulfilment and effectiveness. Responsible on e& Mashreq NEO service full registration cycle, complain management and related operations & Experience enhancements and service issues. Responsible on ElAhlawya Credit card (FAB) acknowledgment process. Internal systems enhancements, Internal and external systems failures fix’s, Develop and enhance internal e& NEO service-related system to facilitate daily usability for Bank support functions including and not limited to BO, CC. and the partner bank Monitor internal and external system failures and act to fix related issues through internal and external partners. Fixing & enhancement internal system (DTS) & shared SFTP folder used by FAB team in daily operations flow. Customer registrations, communication & informative channels, Enchantment e& NEO service communication with customers by developing SMS’s, application notifications and e& portal. Also, ensure internal communication channels “to keep the Stores aligned. Reasonable of managing Banking service fulfilment cycle starts from retail, courier, Etisalat BO and partner bank. Ensure successful registration for Etisalat customers. Fix related registration failures across all channels. Ensure applying CBE regulations before delivering it to the partner bank. Vendor management, Ensure smooth workflow with service vendors and partners Mashreq & FAB Banks to Mange related bills and budget with the courier partner. Customer complaints & Operational maintenance, Responsible of creating business plan to handle customer complains as a second line for CC & Sales through mailbox and SR. Covering, deactivation, failed activation, & tracking achieving management plan. Ongoing enhancement for BO handling AHT & complains FCR. Develop related service operational enhancements on process and projects levels, monitor service performance, and cooperate external with Mashreq Bank to apply related product systems enhancements, migrations and security protocol. Report, highlight and provide proper insights to management fulfilment performance, complain behaviour, system issues, new regulations mandate, areas of developments on a timely manner. Regulation implementation, Ensure service adherence to the applied regulations within running fulfilment cycle, complains SLA’s and apply required governmental mandates. People management, Supporting Operation manager for, Operation and CE teams toward area objectives and KPI’s. Maintain a productive environment for the engaged team members. Ensure team efficiency on team assigned task and JD.Qualifications:Prior Work Experience: 4 years telecom work experience.Knowledgeable about organization internal functions and external relations. Operation and customer experience understanding. Understand customer complain and pain, and ability to analyse and solve issues across internal and external entities. The minimum academic requirement, include the level master degree Fluency in both spoken & written English & Arabic language is required. Ability to identify a problem and ability to propose and effective and efficient solutions. Ability to plan ahead area required fundamentals and enhancements. Think about the opportunity and/or need to develop new approaches, procedures, designs, plans, guidelines. Proficiency in Microsoft office, numerical skills, leadership capabilities, negotiation skills, presentation skills, communication skills, ability to work under pressure, ability to work in teams, etc.