Call Center jobs in United Arab Emirates

• Sub Division: Products - Everyday Banking and Lending
• Division: Personal, Wealth & Business Banking

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas, and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

JOB PURPOSE:

Support Head of Mortgage on comprehensive management of the Mortgage Business of FAB (Islamic and Conventional) with the aim of building a sustainable & profitable assets book.

ACCOUNTABILITIES:

Support Head of Mortgage Product on the following:

1. Develop and implement business strategies aimed at prudently growing the market share of the Mortgage business of FAB.
2. Build and sustain a long-term profitability model by driving sales volumes through continuous product innovation and attractive product value-proposition, while controlling risk within acceptable levels through prudent lending policies and procedures.
3. Lead key business projects aimed at achievement of overall strategic objectives.
4. Drive portfolio profitability through management of P&L constituents.
5. Optimize utilization of resources to achieve organizational strategic objectives.
6. Achieve portfolio growth and performance targets through management of key financial elements including Sales, Interest & Fee Incomes, Cost of Funds and other Costs, Attrition, and Provisions.
7. Maximize revenue by managing pricing for new business and existing book.

Portfolio Quality and Risk Management

1. Maintain product policies in line with regulatory guidelines and as per bank's growth strategy.
2. Work with Shariah Team to ensure all Islamic propositions, processes, and documentation are in line with the Shariah requirements.

Product Management:

Existing Products

1. Management of existing products to continuously enhance the value proposition, product attractiveness, and maximization of profitability.
2. Timely calibration of product parameters to sustain competitiveness, maintain acceptable risk levels, minimize costs, and improve overall profitability.
3. Optimization of service quality standards and maintain customer satisfaction levels above industry standards.
4. Support in building brand equity through strategic marketing campaigns.
5. Competition benchmarking through BIU and highlight significant market changes. Propose amendments where necessary to ensure continued competitiveness and profitability.
6. Ensure product knowledge is maintained at optimal levels by all front-lines including Branches, Sales Teams, Call Center, Priority Banking, Credit, Operations, and third-party providers.

New Products

1. Development of new and innovative products to cater to varying customer segments and to create new markets and opportunities.
2. Drive for change and continuous product improvement, through identification and seizing of opportunities to target new segments and markets.
3. Planning product strategies in line with overall business and bank’s direction, and within the available resources and capabilities.
4. Thorough knowledge and understanding of the market dynamics and competitors.
5. Remain abreast with the latest industry trends and global product innovations.
6. Thorough planning and development of product programs, effective coordination across departments, and leadership of task forces to facilitate timely implementation of product launches.

Campaigns/Promotions/Special Packages

1. Development of creative seasonal campaigns, promotions, and special packages to maintain share of voice, brand awareness, and boost business volumes.
2. Maximize cross-sell and up-sell opportunities.

External Relationships

1. Maintain healthy relationships with developers, dealers, employers, brokers, valuers, and insurers to ensure continued mutual benefit.
2. Build relationships with market information resources such as research firms and peers in other banks. Effectively utilize the information in continuously managing the business strategy.

People

1. Lead the reporting lines and work closely with peers into successful delivery of planned objectives.
2. Lead by example by upholding and inculcating key values to reporting lines.
3. Continuously provide all the necessary support to ensure optimal employee performance and morale.
4. Sustain a respectful, friendly, and constructive working atmosphere by encouraging honesty, responsibility, and by empowering subordinates.
5. Identify subordinates' needs and abilities, recommend relevant training and development programs, and facilitate career growth.

Personal Development

1. Steer personal career progression through effective management of personal relationships both internally and externally.
2. Recognize personal development requirements, improve capabilities through ongoing self-education.
3. Remain abreast with global financial, social, economic, banking, and real estate industry developments.

Minimum Qualifications: Bachelor's degree

8+ years in a similar role

Knowledge, Skills, and Attributes:

1. Extensive knowledge and experience in Financial Institution related to Business.
2. Extensive knowledge in local market with UAE Central Bank regulations.
3. Resourceful in the completion of reports and plans, and effective at multi-tasking.
4. Consistent record of providing accurate and precise reports to high management level.
5. Project Management, Business Process, Business Modelling, and Data Modelling.
6. Retail and Business Banking Product Cycle.