Officer, Client Services Group
Standard Chartered Bank - UAE
Dubai, UAE
The Role
Delivery and Efficiency * Primary point of contact for external clients for professional advice, enquiries, complaints, resolving of discrepancies and transactional errors * Provide the highest standard of Client Services in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients * Responsible for client satisfaction with service arrangements and delivery * Provide support and recommendations to Hub processing centre to ensure timely resolution in case handling * Work with internal stakeholders for service requirements, enquiries, and instructions * Continuously review/monitor workflow and strive for efficiencies in time, costs and service levels Service Management: * Manage end to end enquiries from Premierservice clients assigned to self and load balance where other team members may need assistance on volumes, if necessary. * Leverage on the VoC process to understand clients needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage * Review service performance with our clients and generate ways to continuously improve service level standards. * On a selective basis, accompany C&I as well as Commercial client RMs on sales calls to sell our service capabilities and/or to resolve clients' operational and service issues. * Assist in embedding an effective service recovery process which includes complaint logging and handling is in place and where necessary appropriate empowerment is given to staff to act quickly when necessary. * Assist in embedding a holistic service management process that includes service reviews, VOC analysis, call quality monitoring and assessment, call data (enquiries, complaints, feedback) analysis, errors and other service failures, etc. * Prepare, analyze and obtain MIS/feedback on all key service standards and to constructively improve in all areas e.g. resolution time, call abandon rates, etc. Risk & Control: * Ensure process for client identification is clearly embedded. Check for adherence periodically to manage departmental operational risks * Ensure KCSA process is embedded and regular checks are performed as required * Ensure that all control reconciliation activities are conducted in a timely and accurate manner * Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.
Requirements
Experience/Knowledge Required: * Must have minimum of 5 years work experience in Trade Operations and Channels management (CDCS certification preferred) * Must hold a valid Degree from a recognized university * Computer literate with the ability to learn customer service software applications * Effective interpersonal and communication skills * Good questioning, Analytical and problem solving skills * Able to recognize basic styles of customer behaviour and how to adapt each style to create positive 'chemistry' * Able to identify and manage both transactional and operational risks * Ability to work under pressure * Advanced level product/processes knowledge * Sound Corporate banking operations experience including channels an advantage Skills/Behaviour Standards: * Maintain a professional SCB image through all interactions with clients * Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency. Behaviour * Living the SCB values and adhering to the Group code of conduct
About the Company
Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group\\\\'s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.
Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.
In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.
Quantity Surveyor
Colas Middle East
Oman
The Role
• Comply with the Company's Safety Health & Environment policies & Office management of health, safety and the environment • Liaise with customers to ensure the highest level of safety is maintained • Aspiring to achieve zero accidents by challenging and improving processes • Ensure timely submission of tenders and follow up on submissions • Attend post tender negotiations as and when required • Measurement and monthly valuation of the works undertaken, ensuring that invoices are submitted by month end • Agree valuations with the client and ensure that the Company receives prompt payment for accounts • To undertake measurement and prepare valuations with a view to maximizing returns under the provisions of the Contract Conditions and Company procedures. • To record, monitor and review the financial performance of contracts. To secure payments from customers within the specified contract terms and manage payment of sub contractors. • Notify, prepare and agree with the Client variations, additional works and claims • In cases where a contract result is significantly different to tender expectation, produce a report detailing the reasons • Follow-up on quotations to customers to assess our competitiveness and facilitate further meetings between potential customers and Country Manager as and when necessary (briefing Country Manager beforehand accordingly) • Manage time to ensure that customer requirements are met and that tenders and quotations are submitted on time • Operate entirely with the requirements of the company policy to ensure personal compliance with internal review parameters • Liaison with Sub-Contractors to ensure we receive best support possible and develop relationships • Develop and maintain up to date data-base of Market Prices for our Products and Services and same for Subcontract prices for earthworks, ground works, road base, civil, white-lining / road-marking, traffic signalling, MEP, Etisalat, DEWA, ADWEA, ADDC, etc works • Involve, coach, manage and develop direct reports to enable them to identify and resolve issues
Requirements
• Professional qualification in Quantity Surveying or Civil Engineering • Sufficient knowledge of the Quantity Take off and Invoicing to ensure contract compliance and values maximised • 7 - 10 years of Quantity Surveyor experience • Road Contracting background • Knowledge of FIDC Red Book • Good Communication Skills Written & Verbal • MS Office, Projects, AutoCAD, Primavera • Customer focused • Commercial & Market Awareness Desirable • Experience in Road/Infrastructure projects • Operating in an ‘Internal Sales’ capacity • Higher qualification in Estimating/QS
About the Company
Colas Middle East is one of the largest and leading suppliers of aggregates and asphalt to the Middle East construction industry, in addition to asphalt laying and contracting services. As a specialized Asphalt contractor, we offer a unique combination of the most advanced technical expertise, local knowledge and financial stability.
Colas Middle East with eminent partners in the UAE, Oman and Qatar, has been in the region for the last 40 years. We produce on an average 8 million tonnes of Gabbro Aggregates and 1.6 million tonnes of Asphalt per annum.
Colas Middle East is operated and partially owned by Colas Group which is a French multinational civil engineering firm specialized in road construction. Colas Group operates in every aspect of construction and maintenance of road and other types of transport infrastructure as well as on projects involving urban development and recreational facilities.
Backed by a workforce of 60,000 people, Colas undertakes about 80,000 projects every year via a network of 800 construction units and 2000 material production sites in around fifty countries worldwide in five continents.
Associate, Compliance Risk Control, AME
Standard Chartered Bank - UAE
Dubai, UAE
The Role
Undertake the coordination/ review/ analysis of control test results performed by the businesses/functions for processes they operate as the 1st line in order to support the identified Risk Owners within Compliance who act as the 2 nd line. Also undertake independent testing and monitor/ report all controls where Compliance operate as 1 st line Process Owners in country. This supports the provision and oversight of an operational risk profile of Compliance related risks that identifies material risks requiring senior management attention and ensures these are managed in accordance with the provisions of the ORF both at Group and in country. Key Roles and Responsibilities * For processes owned by the businesses and functions where Compliance are the Risk Owners for the associated risks, undertake independent analysis of KCI/CST results provided by the 1 st line, and working with Operational Risk understand the reasons behind any discrepancies to identify any trends. Present findings and brief Risk Owners accordingly as to any discrepancies or concerns to facilitate their review of residual risk assessments. * To conduct a systematic assurance review of control test monitoring that the 1 st line perform where Compliance are the Risk Owners for the associated risks. Present findings and brief Risk Owners accordingly as to any discrepancies to facilitate their residual risk assessments. * To provide a focal point of control over the aggregate level of Compliance operational risk in country that arises from the processes run by the businesses and functions where Compliance are responsible for the risk sub type from a 2 nd line perspective. * To facilitate the tracking of risk acceptances and any requisite root cause reports where Compliance is the Risk Owner to ensure the relevant parties are kept fully informed of any actions due. * Assist Risk Owners in any future on-boarding of risks and in the ongoing review and refresh of gross risk assessments and their associated controls for which Compliance are responsible. * Facilitate an effective flow of communication between Group Central Compliance, the Country/Regional Compliance Head, and Compliance Risk Owners regarding all relevant OR communications / decisions / reporting to ensure all stakeholders are well informed and advised. Also liaise within country Operational Risk as required to ensure consistency and validity of reporting. * Assist Compliance Risk Owners (ROs) in successful implementation of Enterprise Operational risk Platform (EORP). To be monitored by regular MI demonstrating that risk records are approved by Compliance ROs within stipulated deadline. * Liaise with Group OR and the Compliance MI and data mgmt. teams to ensure availability of relevant, accurate and timely MI. * Assist in the development of a QA schedule (validation of test results) for regional risk control teams and track progress to completion. Ensure significant issues are tracked, reported and remediated. * Promote the sharing of best practices across regional risk control teams, including lessons learnt from audits, compliance reviews, etc.
Requirements
* Operational risk management knowledge/experience. * Relevant business/function experience. * A clear understanding of the Bank's approach to the management of operational risk, or equivalent experience gained in other organisations. * Ability to work in a matrix organisation, leveraging resources across the organisation to complete deliverables. * The sound judgement and precision necessary to perform a key control role and maintain effective working relationships in supporting the accurate assessment and reporting of regulatory risks within the Bank. * Ability to interact with and influence geographically dispersed stakeholders * Being creative in managing conflicting deliverables.
About the Company
Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group\\\\'s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.
Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.
In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.