Operations Processor - Emirati Talent

Job summary

This role is focused on carefully reviewing banking documents according to the unit’s policies and procedures, safeguarding records, and ensuring efficient, accurate processing of loan-related and other operations work. The position also requires delivering a professional experience to internal and external customers, maintaining operational reports, and supporting stronger processing efficiency. Because the role may involve senior-level interactions and access to sensitive information, the job calls for sound judgment, discretion, tact, and diplomacy.

Key responsibilities

• Keep division records secure and handle confidential matters escalated by the Head of Processing, department leaders, other division managers, and the CEO.
• Manage all CCMS matters received through the courts and ensure replies are sent within the agreed turnaround time.
• Review documents against the unit’s delegation matrix for transactions such as personal loans, buyout loans, top-up loans, staff loans, rescheduling cases, auto loans, mortgage releases, settlements, bank guarantee issuance, manager’s cheques, home loans, ROD, SOD, FD release cases, temporary mortgage releases, renewals, and cancellations.
• Issue the necessary instructions to the relevant teams to complete transactions, and escalate any mismatches or gaps back to the source in line with service-level expectations.
• Handle external correspondence tied to documentation and fulfillment, including liability letters, auto loan LPOs, court letters, and balance confirmations, in accordance with authorized signing requirements.
• Act as a point of coordination between central operations, branches, and division colleagues by passing on directions, assignments, and follow-ups.
• Respond to questions from branches and other internal departments within the agreed turnaround time.
• Follow the bank’s code of conduct, internal procedures, and risk controls while ensuring regulatory and process compliance.
• Prepare, review, and track unit reports such as the AFT Not linked report, error report, and document discrepancy report.
• Store customer applications, amendment requests, and other documents in the dual-control fireproof cabinet, and manage daily filing and archival in line with bank policy.
• Maintain the register for all keys under custody and keep it updated after approval from the unit manager.
• Deliver expected individual productivity levels each day and help onboard and guide new joiners and processing assistants.
• Contribute to system support by suggesting improvements, enhancements, and process solutions.
• Follow key control standards at all times.
• Continuously review workflows to improve team productivity, identify gaps, and keep operations competitive.
• Provide supervision and motivation to staff when required.
• Follow the clean desk policy and maintain a tidy, secure working environment.
• Preserve strict secrecy regarding information received through meetings, mail, and any other work-related access.
• Help achieve a satisfactory audit outcome by following procedures and taking responsibility for assigned tasks.
• Support any additional responsibilities assigned by the Manager - Documentation & Fulfillment, Central Operations Manager, Head of Operations, or their delegates.
• Take initiative to attend available training sessions for personal and professional growth.
• Carry out any other work duties aligned with the role and assigned by management.

Education and qualifications

A bachelor’s degree or a high school diploma in any discipline is acceptable. The role also requires understanding of banking financial and operational risks, along with working knowledge of server and operating network systems and backup arrangements.

Experience

A minimum of 3 years of experience in banking operations is required.

Skills and competencies

• Strong English communication skills, both spoken and written
• High computer literacy with common office and digital tools
• Good relationship-building and interpersonal skills
• Strong organization, planning, and time management ability
• Excellent attention to detail and accuracy
• Ability to handle confidential information with discretion
• Process monitoring and reporting skills
• Coordination and follow-up skills across teams
• Knowledge of operational controls and compliance
• Ability to support process improvement initiatives

Additional information

The role requires regular handling of sensitive records and documents, adherence to dual control and key control requirements, and consistent observance of confidentiality and clean desk standards. The incumbent may also be asked to assist with training, supervision, reporting, and process improvement activities as needed.