Governance Manager - #49346

Emirates NBD

Date: 1 week ago
City: Dubai
Contract type: Full time

Company Introduction

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

Job Purpose

As a Governance Manager at Emirates NBD, your role is to ensure the segment and subsidiary works within the internal and external regulatory framework and has well defined customer friendly processes and systems, key deliverables are:

Compliance: Ensuring centers support on daily compliance alerts and Operational challenges. Supporting in responding to all compliance & CB queries. Correspondence Bank, Erase, Safe watch queue, PEP & FPEP review & monitoring. Ensuring exits of CIFs for all accounts mandated by compliance. Ensuring quality of proposal submitted by centers and facilitating centers in all compliance related matters. Responsible for all compliance related issues within Business Banking & SME.

Operation Management: Managing day to day operations of segment. Extending support to centers as and when required. Ensuring all operational matter closure within due time and adherence to bank policy and procedures. Ensuring engagement and end to completion of various projects activities assigned to segment performing end to end completion and UATs etc.

Monitoring & Reporting: Tracking of INA and FP&I observations & resolution, liaising with respective teams like litigations, legal etc. Ensuring regular reconciliation and reporting to respective units.

Ensuring management of various key operational aspects of segment like

  • BCP, discrepancies follow-ups, access of users etc.
  • Identification of process gaps and reporting to Change the Bank team (CTB) for process enhancements.
  • Discrepancies improvements of various processed requests by centers like onboarding, maintenance etc.

Stakeholder Management: Ensuring building productive relationships with the stakeholders and center teams. Ensuring support to center to enhance operational efficiency and customer experience.


On a day-to-day basis, you will…

  • Ensure timely closure of compliance alerts, correspondence bank queries and TMU Alerts – Monitoring, MIS preparations, coordination with centers and group compliance for resolutions, escalation in delays and reporting to management.
  • TL updation monitoring and MIS circulation, coordination with SME center and Tanfeeth for resolution.
  • Compliance exit accounts: Follow-up and timely closure of exit data base, MIS preparation, circulation etc.
  • OWC listing/de-listing: Supporting in addition and removal process coordination between group compliance and business. Co-ordination with centers to ensure customer expectations are managed.
  • PEP/FPEP review: coordinate between group compliance and centers for timely review and resolution of queries. PEP documentation completion and validation.
  • Compliance initiatives: Liaising with compliance and governance team for execution of deliverables.
  • To comply with the above policies on an ongoing basis.
  • OPSRISK system – event reporting, gap identification and reporting process enhancement. The unit needs to be hands on with the business centers daily operations for ensuring that the risk are minimized and mitigated.
  • Quarterly system access reviews – to revalidate the users access rights.
  • Quarterly centers reviews – review of centers operational performance basis checklist of key risk areas.
  • Ensuring proposed process and products are with the prescribed compliance frame works of the bank.
  • Ensuring rollout of new and revised process in the segment.
  • Ensure compliance with the bank’s laid down procedures and compliance standards.
  • Ensuring quality of responses made by Centers to all compliance queries related to TMU, CB queries, CIU.
  • Review of all PEP proposals, OWC clearance from quality review perspective
  • Ensure reporting changes to delegation / authority matrix – supporting in review, preparation and sign off.
  • Process improvement post reviews of SLAs to be discussed with these departments and try to implement the same. This will ensure streamlining of processes and reduce TATs.
  • Ensure accurate and timely resolution on every service request and resolution as per approved SLAs and guidelines. Ensure Company’s high levels service standards are met.
  • Ensure escalated service issues, inquiries, complaints and complex issues are resolved on topmost priority.
  • Identify areas of improvement in services and assist in creating and implementing solutions.
  • Identification of process gaps and suggesting process improvements to enhance operational efficiency and enhanced customer experience.
  • Ensuring implementation of revised and new process.
  • Planning and building capable processing / support function team.
  • Leading, Training & monitoring the performance of team members to ensure efficiency and meeting of individual & group targets.

To be successful in this role, you will need the following skills and experience…

  • 10 + years' experience in banking operation management and compliance.
  • Conversant with full range of SME Banking products and services.
  • Operational Risk and Compliance Certification will be having an additional advantage.

What we offer you

  • Competitive salary package.
  • Strong emphasis on work-life balance and wellbeing across the bank.
  • Preferential banking facilities for employees.
  • Generous annual leave entitlement and Private Healthcare.
  • World-class Learning & Development platform and career development.

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