Support & Quality Officer

The Support & Quality Officer is responsible for providing centralized operational support, quality assurance, and governance oversight for Wealth Centers. This includes ensuring efficient service delivery, regulatory compliance, risk control, and continuous process improvement across all bank channels.

Key Responsibilities

• Support Priority/Wealth Centers frontline teams in resolving customer service and operational issues.
• Coordinate with frontline to close pending cases, discrepancies, and remediation items.
• Act as a focal point between Priority/Wealth Centers and internal stakeholders (GCD, ICD, HR, Operations, Legal, ORM, Retail Control, Training, etc.).
• Execute and validate all Upgrade, Downgrade, and Retagging requests across all bank channels.
• Monitor daily account opening reports and follow up on pending branch actions.
• Manage and enhance BPM, CRM Dynamics, CRM Next, and other banking systems.
• Ensure compliance with FATCA, CRS, and ODD requirements.
• Identify training needs and coordinate programs to enhance frontline performance.
• Perform any other responsibilities assigned by Head of Wealth Management.

Requirements

• Minimum five (5) years’ experience in Retail Banking Products & Operations in a banking or service industry environment.
• Hands-on experience in frontline banking operations, including customer onboarding, KYC documentation, and account maintenance.
• Good knowledge of the company's Retail Banking products & services and wealth management products and services.
• Fair knowledge of UAE banking practices, regulations & risks.
• Good knowledge of Anti-Money laundering regulations issued by the UAE Central Bank.
• Training skills and Management Information skills.