Assistant Manager, Customer Relations.OPS - Retail Credit Management.Operations Group

MashreqBank

JOB DESCRIPTION

1

Job Title

Assistant Manager, Customer Relations, Retail Credit Operations

(Grade J)

Department

Retail Credit Operations -

Mashreq Dubai

Direct Supervisor

Sr Manager, Retail Credit Operations

Job Number

2

Job Purpose

• Preparation of Developer/DLD documentation for TD registration and mortgage creation.

• To facilitate DLD transaction for Mortgage Loan portfolio in Land Dept, trustee offices & ADM. Ensuring laid down processes, policies are adhered to enable collateral perfection for the existing and new Mortgage lending.

• To facilitate the Developer relationship management and acquire information for stage payments, SOA, project completion statuses etc. Ensure queries raised with developer are followed through and closed within agreed time period.

• Follow up with developer for DSR initiation and documentation completion. Post submission of DSR follow through with Sales/DLD for title deed procurement. Customer coordination effectively to ensure the transfer process is completed with due diligence adhered.

• Effective communication / escalation to Unit Manager / Sales Managers for pending cases. Effective customer coordination to ensure that transfer process is completed within TAT.

• Coordination with internal stake holders, sales, risk, business etc., on a day to day BAU requirement/requests and provide necessary assistance.

• Timely follow up and completion of tasks with Developer/ DLD & Third party ensuring timely closure.

• Liability clearance with other financial institutes, follow up / collection of property documents and submission to internal Ops team. Raise red flag in case of exceptions.

• Safe Custody of original property documents and ensure secured documents archival rules are adhered to.

• Knowledge sharing with internal team post meetings with Developer / DLD on projects etc. as appropriate.

3

Dimensions

Operating Budget

N/A

Revenues

(AED)

N/A

Number of Staff

Capital Exp. Budget

N/A

Other

4

Key Result Areas

• Conducting proper checking of all property documents and mortgage contracts.

• Safe custody of original property documents.

• Monitor all pending transaction and timely follow up for closure.

• Establishing authenticity of the information provided and ensuring that no case passes fraudulently.

• Execution of transfers in DLD, Trustee offices, Developer office and ADM.

• Ensure Customer satisfaction with nil complaints.

5Operating Environment, Framework and Boundaries, Working Relationships

• Working in close association with the Team Leader / Manager of the unit to ensure cohesion of activities.

• Transacting within the approved area and accesses as defined by the framework of the unit.

• Working in close association with the CIC, Business, Policy & Sales for any anomalies that may be discovered and to suggest for improvements in the work culture and TAT of all the lending products.

6

Problem Solving

• Understanding the policies and parameters of various products along with disbursement and funds management process and be able to transact within the system and tackle day to day system based hindrances.

• Checking and analyzing the errors committed at the various stages and suggesting for methods of improvement of the same along with the maintenance of a daily MIS report for tracking the errors of the evaluators.

7

Decision Making Authority & Responsibility

• Accept and execute transaction as per laid down process / delegated limits.

• Accept the credit approvals on the basis of the checks conducted within the delegated limits of the policy and product parameters.

8

Knowledge, Skills and Experience

• Graduate with 1 – 2 years work experience in credit environment.

• Excellent analytical skills.

• Sound interpersonal skills.

• Good PC skills

• Good knowledge for bank policies and credit parameters.

• Good command of English language.

• Good people management skills.

• Excellent communication skills.

• Should be capable of handling unit responsibilities.

9

Behavioral Competency

COMPETENCY

Level (1-4)

(1-Basic 4- Sr. Managerial)

Attention to details and quality2

Customer focus3

Interpersonal Relationships3

Commitment to Results3

Continuous learning2

Job Holder

Date

Line Manager

Date

Approved By

Date