About the Role
This position is part of the GCOO Regulatory Projects team, focusing on the delivery of regulatory remediation and control uplift initiatives. The role involves meeting central bank regulatory requirements by contacting customers for missing or updated identification documents and ensuring accurate updates to customer records in the company's core banking systems. The Analyst will handle assigned remediation cases end-to-end, ensuring clear communication with customers, maintaining strong internal controls, and achieving timely closure as per regulatory standards. The role also encompasses comprehensive project delivery, including requirements definition, stakeholder coordination, governance, management information, and implementation tracking, ensuring all regulatory commitments are addressed within set expectations.
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Duties & Responsibilities:
- Manage regulatory project deliverables/workstreams end-to-end, ensuring milestones are met within agreed timelines and governance.
- Maintain project artefacts such as plans, decision logs, and evidence repositories to support audits and regulatory scrutiny.
- Monitor delivery health of remediation efforts (ageing, slippage, blockers), escalate risks, and propose actions for recovery.
- Regularly communicate with Relationship Managers on operational issues and follow up on outstanding matters.
- Take ownership of Client Maintenance and Servicing activities, addressing ad hoc client queries and escalations.
- Manage a portfolio of central bank remediation cases, ensuring timely completion within agreed service standards.
- Conduct customer ID outreach (calls/emails/letters) to request identification documents and ensure follow-up until closure.
- Accurately update customer static data and ID details in the core banking system, adhering to a 'zero avoidable error' mindset.
- Maintain detailed case notes and documentary evidence to demonstrate remediation actions and outcomes.
- Monitor ageing items, follow up where necessary, and escalate overdue cases to the team lead per governance protocol.
- Professionally communicate with customers to outline document requirements, submission methods, and timelines.
- Collaborate with internal stakeholders (e.g., Relationship Managers, Operations, Compliance, KYC/CDD teams) to resolve issues and progress cases.
- Provide regular status updates (dashboards/trackers) on case progress, customer responses, and outstanding document requests.
Experience & Qualifications:
- A graduation degree is essential for obtaining a UAE visa and work permit; attestations and equivalency for foreign degrees are also required.
- Proven experience in operations, client servicing, remediation, or KYC/CDD support with a strong attention to detail.
- Excellent written and verbal communication skills for customer outreach and document explanation.
- Ability to manage multiple concurrent cases, prioritize effectively, and meet deadlines under pressure.
- High discipline in maintaining accurate trackers, notes, and audit evidence.
- Exposure to core banking/static data maintenance and/or client data platforms.
- Understanding of KYC/CDD concepts and the importance of identification documentation for regulatory compliance.
- Experience with quality assurance, exception handling, and structured case management processes.
- Typically possess 1–3 years of relevant experience in banking operations, client servicing, remediation, or KYC support (flexible based on local market and role scope).
- Demonstrates ownership of case outcomes and proactively flags issues.
- Works inclusively and effectively with diverse teams and perspectives.
- Adopts a practical, outcome-focused approach to advancing cases, keeping customers informed, and ensuring clean closures.
- Maintains strong control, data integrity, and stakeholder collaboration elements, which are core to remediation work.
The company is committed to creating a workplace where all employees feel valued and respected. The organization prides itself on fostering continuous professional development, flexible working frameworks, and growth opportunities within an inclusive and diverse environment.
