Assistant Manager, Customer Relations, Retail Credit Operations

Role overview

This position sits within Retail Credit Operations in Dubai and reports to the Senior Manager, Retail Credit Operations. The role is focused on supporting mortgage and retail credit processing activities, with particular attention to property documentation, transfer coordination, and collateral perfection.

Key purpose of the role

• Prepare developer and DLD paperwork required for title deed registration and mortgage setup.
• Coordinate DLD-related transactions for the mortgage loan portfolio across the land department, trustee offices, and ADM while following the approved policies and procedures needed to perfect collateral for both existing and new mortgage cases.
• Work with developers to obtain information such as stage payment details, statements of account, and project completion updates, and ensure all open queries are tracked through to resolution within the agreed timeline.
• Follow up with developers for DSR initiation and completion of supporting documents, then continue the process with Sales and DLD until title deed procurement is completed.
• Maintain effective customer coordination so that property transfers are completed with due diligence and within turnaround time.
• Escalate pending matters to the Unit Manager or Sales Managers when needed.
• Support internal stakeholders including sales, risk, and business teams with day-to-day BAU requirements and requests.
• Ensure timely follow-up and closure of tasks with developers, DLD, and third parties.
• Handle liability clearance with other financial institutions, collect property documents, and submit them to the internal operations team, highlighting any exceptions promptly.
• Maintain safe custody of original property documents and follow secure document archival rules.
• Share knowledge with the internal team after meetings with developers or DLD, especially on project-related matters.

Key result areas

• Carry out thorough verification of property documents and mortgage contracts.
• Keep original property documents securely stored.
• Track all open transactions and follow up until closure.
• Confirm the authenticity of information and prevent fraudulent cases from progressing.
• Complete transfer execution at DLD, trustee offices, developer offices, and ADM.
• Deliver strong customer service and aim for zero complaints.

Working environment and relationships

• Work closely with the Team Leader or Manager to keep activities aligned and coordinated.
• Operate only within the approved access rights and boundaries defined by the unit framework.
• Collaborate with CIC, Business, Policy, and Sales teams when issues or anomalies arise.
• Contribute ideas to improve working practices and turnaround times across lending products.

Problem solving

• Apply knowledge of product policies, parameters, disbursement processes, and fund management to resolve day-to-day system-related challenges.
• Review errors found at different stages, recommend improvements, and maintain a daily MIS report to monitor evaluator errors.

Decision-making scope

• Process and complete transactions according to the approved procedures and delegated authority.
• Accept credit approvals based on checks completed within policy and product limits.

Knowledge, skills, and experience

• Graduate qualification with 1 to 2 years of experience in a credit-related environment.
• Strong analytical ability.
• Good interpersonal and communication skills.
• Comfortable using a PC and standard office systems.
• Good understanding of bank policies and credit parameters.
• Strong command of English.
• Good people management capability.
• Able to manage unit-level responsibilities effectively.

Behavioral competencies

• Attention to detail and quality: Level 2
• Customer focus: Level 3
• Interpersonal relationships: Level 3
• Commitment to results: Level 3
• Continuous learning: Level 2

Additional information

Department: Retail Credit Operations - Mashreq Dubai

Direct supervisor: Senior Manager, Retail Credit Operations

Grade: J

Operating budget: Not applicable

Revenues: Not applicable

Capital expenditure budget: Not applicable

Number of staff: Not specified