[Hiring] Team Lead – CIBG @Mashreq

Role Description

Provide value-added operational support and oversight for CCAM activities within CIBG, including Corporate Account Opening, Account Maintenance, Mandate and Signatory Management, KYC and other account management activities.

Ensure all customer requests are processed efficiently, accurately, and in compliance with regulatory requirements, internal policies, operating procedures, and service level agreements, while maintaining high levels of customer satisfaction, operational excellence, and risk control.

Key Result Areas

• CCAM Operational Management
  • Manage and authorize various Corporate Banking account opening and account maintenance activities processed by CCAM, ensuring adherence to Bank policies, procedures, regulatory requirements, and service standards.
  • Review and authorize account opening documentation for Corporate, Commercial, Government, Financial Institutions, MNC, Special Assets, and Investment Banking clients in compliance with CDD/KYC, AML, Sanctions, and internal policy requirements.
  • Ensure customer records, account structures, mandates, and authorized signatory information are accurately maintained across relevant banking systems.
  • Review and authorize corporate fixed deposit placements, rollovers, liquidations, and related financial transactions within delegated authority limits.
  • Support KYC remediation, regulatory reviews, audit observations, and data correction initiatives in coordination with Compliance, Business Banking Teams, and Operations units.
• Risk & Control
  • Ensure strict compliance with AML, Sanctions, Regulatory, Compliance, and Operational Risk requirements.
  • Monitor adherence to policy and procedural controls to minimize operational losses, processing errors, and regulatory breaches.
  • Escalate exceptions, high-risk cases, policy deviations, and control gaps to management promptly.
  • Support internal, external, compliance, and regulatory audits through timely submission of information, corrective actions, and closure of observations.
  • Ensure Maker-Checker controls are consistently adhered to across all processes.
• Service Delivery & Productivity
  • Ensure all requests are processed within agreed Service Level Agreements (SLAs).
  • Maintain processing accuracy levels of 99% and above while minimizing customer and business escalations.
  • Monitor daily workflow queues and prioritize critical, aged, and high-value customer requests.
  • Ensure optimum utilization of resources and effective workload distribution across the team.
  • Achieve productivity, quality, and turnaround time targets established by management.
• Stakeholder Management
  • Coordinate with Relationship Managers, Coverage Teams, Trade Sales, Product Teams, Compliance, Operations, Credit, and Technology teams to resolve documentation gaps and operational issues.
  • Act as a primary escalation point for operational issues impacting client servicing.
  • Drive effective communication with internal stakeholders to ensure timely completion of customer requests.
• MIS & Reporting
  • Prepare and share Daily, Weekly, and Monthly MIS reports related to volumes, productivity, SLA performance, quality, and pending inventory.
  • Analyze operational trends and identify opportunities for process improvement and automation.
  • Provide management updates on regulatory remediation, audit actions, backlog reduction initiatives, and operational risk matters.
• Operating Environment, Framework and Boundaries
  • Operate within the framework of Bank Policies, Operating Procedures, Regulatory Guidelines, AML/Compliance requirements, and Internal Control standards.
  • Ensure compliance with UAE Central Bank regulations and internal governance requirements.
  • Maintain confidentiality and integrity of customer information at all times.

Qualifications

• Comprehensive knowledge of Corporate Banking Operations, Account Management, KYC/CDD requirements, AML regulations, and customer lifecycle management.
• Good understanding of Corporate Banking products, Trade Finance operations, Fixed Deposits, Digital Banking services, and customer onboarding processes.
• Knowledge of regulatory requirements, operational risk management, and audit controls.

Requirements

• Minimum 5-7 years of experience in Corporate Banking Operations, Centralized Account Management, Client Onboarding, or Account Services.
• Experience in handling Corporate, Commercial, Financial Institution, and Government Banking clients preferred.
• Experience in managing operational teams and service delivery functions.

Qualification

• Bachelor's Degree in Business Administration, Finance, Banking, Commerce, or related discipline.
• Professional certifications in Banking Operations, AML, Compliance, or Risk Management will be an added advantage.