Job Description
Team Leader NEOBIZ SME
Key Result Areas- Control processing of Digital, CAM and Fintech activities to ensure compliance with policies, procedures, and delivery standards, reflecting in satisfactory audit ratings and customer satisfaction.
- Review and verify customer requests for online banking products and services to protect bank risk and ensure error-free setup.
- Efficiently activate and authorize all account types and online banking products/services to support marketing and sales teams.
- Coordinate with sales, branches, and HO product teams to resolve deficiencies in account opening forms, customer requests, and signature verification.
- Develop and review unit-related systems and procedures, suggesting changes and raising URFs for system improvements to enhance productivity.
- Capture and review daily reports, statistics, and MIS for functional areas and submit them to management.
Operating Environment, Framework and Boundaries Working Relationships - Centralized processing of account opening, maintenance, signature verification, and online banking services for all Egypt branches, direct sales, and Direct Banking Centre.
- Strict compliance with bank policies and procedures.
- Close coordination with Team Leaders in Egypt.
- Interaction with RBG/CBG Systems Controls Units, ICU, Audit, and Product Managers.
Problem Solving- Use judgment in handling complex cases.
- Manage workflow to meet delivery standards.
- Resolve staff concerns.
- Balance business group commitments with control.
- Find solutions for incorrect transactions.
- Resolve queries related to processes, documents, and customer requests, ensuring KYC compliance, which will need to be resolved by coordinating with multiple stakeholders.
Decision Making Authority and Responsibility- Authority to manage the team in a way that optimizes productivity, efficiency and customer experience, keeping in view the established operating procedures of the bank.
- Authority to drive process reviews, technology changes and modifications across the Unit's processes, and in conjunction with related functions across the Bank.
- Broad authority to design and deliver the Onboarding & Account Servicing operational platform required to support the geographic expansion of digital NEOBIZ.
- Ability to operate at multiple levels within the organization, and in a cross functional environment on a day-to-day basis to achieve project objectives.
- Authorize all account setup and maintenance after document review.
- Staff appraisal, training, performance, leave and promotion recommendations.
Knowledge Skills and Experience- Bachelor Graduate with 6 years of banking experience in centralized operations.
- Comprehensive knowledge of banking activities and online banking products/services.
- Familiarity with bank policies, procedures, local/international rules, and best practices.
- Proficiency in operating systems, financial/non-financial systems, internet banking, SWIFT, etc.
- Strong interpersonal, problem-solving, communication, analytical, leadership, and planning skills.
- Ability to work in a fast-paced environment, managing multiple customer inquiries and tasks simultaneously.
- Proficiency in using Microsoft Office Suite, CRM tools, and other digital tools.
