Operations Processor - Emirati Talent

Role overview

This role is centered on carefully reviewing documents in line with the unit’s policies and procedures, safeguarding records, and supporting smooth, accurate loan processing. The position calls for professional customer service, strong control over operations reporting, and a high degree of care when dealing with confidential and sensitive information. It also requires tact, sound judgment, diplomacy, and discretion because of the level of exposure involved.

Key responsibilities

• Protect confidential division records and handle sensitive matters shared by the HOP, department managers, division managers, and the CEO.
• Manage all CCMS matters received from courts and ensure replies are completed within the agreed turnaround time.
• Check and validate documentation according to the unit’s delegation matrix for personal loans, buyout loans, top-up loans, staff loans, rescheduling cases, auto loans, mortgage releases, settlements, bank guarantee issuance, manager cheques, home loans, ROD, SODs, release of fixed deposits, temporary mortgage releases, and related renewals or cancellations.
• Issue the right instructions to the relevant teams for transaction processing, and escalate any document mismatch or discrepancy back to the source within the agreed service level.
• Prepare and sign fulfillment-related external letters such as liability letters, auto loan LPOs, court letters, and balance confirmations in line with the bank’s authorized signatory rules.
• Act as a coordination point between central operations, branches, and divisional colleagues; circulate instructions and follow up on assignments and projects.
• Respond to questions from branches and other internal teams within the required turnaround time.
• Follow CBI’s code of conduct, internal procedures, and control requirements, while managing operational risk appropriately.
• Prepare, review, and track unit reports including the AFT Not Linked report, error report, and document discrepancy report.
• Ensure all applications, customer amendment instructions, and related paperwork are stored in a dual-control fireproof cabinet, with daily filing and archival completed as per bank policy.
• Keep the custody key register updated at all times after receiving the required approval from the unit manager.
• Maintain expected personal productivity levels every day.
• Help train new joiners and provide ongoing guidance to processing assistants.
• Support system stability and improvement by contributing ideas for enhancements, developments, and practical solutions.
• Follow key control standards at all times.
• Review process flows continuously to improve efficiency, close gaps, and keep the team aligned with market practices.
• Step in to supervise and motivate staff whenever needed.
• Maintain a clean desk and secure-work environment.
• Keep all information received through meetings, mail, and other access strictly confidential.
• Work toward a satisfactory audit rating for the unit by following procedures and meeting individual responsibilities.
• Support any additional tasks assigned by the Manager – Documentation & Fulfillment unit, Central Operations Manager, Head of Operations, or their delegates.
• Take initiative to attend available training sessions and support personal performance improvement and development.
• Carry out any other duties aligned with the role and assigned by management.

Education and knowledge

• A bachelor’s degree or a high school diploma in any field is acceptable.
• Understanding of banking, financial, and operational risk principles is required.
• Working knowledge of server, operating network systems, and backup arrangements is needed.

Skills and attributes

• Strong English communication skills, both spoken and written
• High computer literacy and comfort with common office and digital tools
• Good interpersonal skills and relationship-building ability
• Solid planning, organization, and time management skills
• Careful attention to detail with a focus on accuracy and quality
• Ability to handle confidential information discreetly
• Coordination and follow-up skills
• Process review and efficiency improvement mindset
• Basic leadership and staff support capability

Additional information

This position involves access to sensitive information and requires a professional approach at all times. The role also places importance on clean desk discipline, key control, record security, audit readiness, and compliance with bank standards and procedures.