Digital Banking Operations Supervisor

Job Purpose

Managing Banking as services e&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.

1 Product Fundamentals & Enhancement

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.

2 Customer registrations, communication & informative channels

Enchantment e&NEO service communication with customers by developing SMS's, application notifications and Etisalat 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 e& customers. Fix related registration failures across all channels. Ensure applying CBE regulations before delivering it to the partner bank. Vendor management,

Ensure smooth work flow 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.

3 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 behavior, system issues, new regulations mandate, areas of developments on a timely manner.

4 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