Relationship Supervisor

Job Description

Position Relationship Supervisor GroupRetail Branches Reports ToManager Direct ReportsN/A Internal RelationshipsMost departments within the bank Head Office as well as International offices External RelationshipsExisting branch customers Potential customers Other Institutions as and when required Number of full time equivalent employees GradeIBG04 Job PurposeTo assist the Branch Manager in providing a prompt and efficient service to the Banks customers in accordance with the Banks policies and procedures. The job is also to provide assistance in executing certain requests and respond to customers queries. Key Responsibilities & Accountabilities

• To liaise with overseas branch regarding customers enquiries and instructions received by fax, telephone or DHL
• To provide and maintain a high standard of customer service for Branch customers in the branch and/or by telephone, including translating for clients, dealing with general telephone enquiries etc
• To action customers instructions received through the post in accordance with the Retail Banking procedures
• To process new account applications for customers visiting the branch as well as applications received by post
• To assist the Branch Manager in finalizing transactions for customers
• To assist the Manager in any other project or exercise as required by the Branch Manager
• To open and manage new account opening processes.
• To assist the Branch Manager in training and coaching new recruits.

Anti Money Laundering (AML) and Sanctions Responsibilities:As a client facing department Retail Banking contains the first line of defense to prevent the bank being used to facilitate money laundering, terrorist financing and sanctions breaking (collectively known as "Financial Crime"). There is a joint responsibility:

• Adhering to the banks Financial Crime Policies & Procedures;
• Responsibility for conducting KYC in accordance with banking customer due diligence procedures;
• Escalate high risk clients to the MLRO/Deputy MLRO and CEO for further review;
• Ensure periodic reviews are being conducted in accordance with the risk classification of the client;
• Address any material changes to the clients circumstances;
• Ensure that all customer on - boarding and periodic reviews are completed within agreed timeframes;
• To notify the MLRO or Deputy MLRO for any potential suspicious activity;
• Complete financial crime training on a timely basis assigned by the Financial Crime Department;
• Assist and help the AML Middle Office with any transaction monitoring queries;

• Deal with any Financial Crime/Compliance related queries/tasks in an appropriate and timely manner

Qualification & ExperienceQualificationDegree level education ExperiencePrevious experience in customer service - related function at this banks retail branches or equivalent job in another financial institution providing retail banking services CompetenciesEssential

• Substantial mental effort is required to ensure that the job holder provides thoroughness, accuracy and creativity when undertaking his/her job requirements

SkillsEssential

• Good knowledge of banking products
• Good experience in a customer service role
• Good knowledge and experience in retail banking operations and systems
• Good customer relationship skills as well as abilities to sell/market the Banks products and services
• Strong communication skills
• Strong knowledge in AML.
• Ability to read, write and speak both in Arabic and English
• Patience and understanding of customers problems and requirements
• Ability to work as part of a team

Key Success Factors

• Building and maintaining relationships with customers
• Ability to understand customers problems and requirements
• Be a team player
• Ability to interact at all levels