Head of NHL Services Delivery - Emiratized Role

JOB SUMMARY / INTRODUCTION

The Head of NHL Services Delivery is responsible for overseeing, supervising, managing and controlling overall NHL core operations including CAD, Payments, Reconciliations and Collections. The role ensures the efficient day-to-day running of core operations teams, maintains operational controls, develops team capability, and drives operational excellence. It plays a critical role in supporting business performance, regulatory compliance, customer service standards, and strategic initiatives across NHL operations.

KEY RESPONSIBILITIES

• Manage all NHL operations, Credit Control, payments and reconciliations and collection teams.
• Responsible and oversee the NHL core operations including ops, CAD, payment, reconciliation and collections.
• Leverage the advantages of bringing together the operational and technical expertise and drive through more efficient ways of working.
• Be an integral part and driver of the strategic planning and contribute in the development of NHL strategy with focus on Core Operations role in the plan.
• Develop effective working relationships with business unit partners, business unit executives as well as peers to establish and implement agreed service levels.
• Lead, inspire and coach the team of calibre professionals, creating succession to key roles.
• Ensure the development of a high-performing team through embedded formal Performance Management with rewards equally with a system of objective disciplining, where necessary.
• Collaborate with ADHA and other concerned government entities to elevate NHL services and operations.
• Guide, train and motivate subordinate staff in every aspect of their duties to achieve operational efficiency in all areas.
• Ensure all Audit issues both internal and statutory are addressed and monitored.
• Manage the inter-department and inter-bank correspondence.
• Effectively deal with and resolve day-to-day operational issues.
• Ensure all documents are updated in keeping with changes/amendments in policy or processes as and when required.
• Ensure efficient working of operations including awarding, repayment setup, mortgage transactions and customer services in respect of customer transactions, safe custody of cash and cash equivalents and ensure that the standard is maintained.
• Ensure every transaction is properly authenticated and approved.
• Promote and explore operational efficiency opportunities.
• Support FAB NHL budgeting process.
• Ensure all payments are processed efficiently.
• Closely work and ensure repayments are initiated and collected efficiently.
• Ensure that delinquency is monitored and plans are executed to reduce it.
• Be a key driver in the identification and sponsorship of core systems and technologies and ensure that the goals of best practice and business excellence are continuously sought.
• Understand the overall risk profile and ensure that the risks are managed properly.
• Identify all material risks, including the risks associated with new or complex products and high-risk activities.
• Build a risk-based culture with discipline and accountability.
• Implement programs to ensure attainment of business plan for growth and profit.
• Coordinate and direct every aspect of operational activity to provide best customer service in the most efficient and cost-effective manner.
• Lead, guide and motivate a team of staff to achieve the highest standard of performance and set objectives.

REQUIREMENTS / QUALIFICATIONS

Required

• Minimum 15 years of relevant working experience, of which at least 7 years as Head of Operations / COO with reputable financial institutions.
• University degree with appropriate post-graduate qualification(s) (e.g. CA, MBA, CFA) or equivalent professional qualification.
• Strong knowledge of banking, processes, products, treasury and market activities.
• Strong project management skills and ability to translate desired business concepts to actual processes for implementation.
• Strong verbal, documentation and writing skills.
• Self-starter with strong supervision and interpersonal skills.
• Strong powers of articulation and presentation required in the preparation of policies, procedures, strategies and presentations to Senior Management.
• Full adherence to CBUAE and ADHA policies and regulations.

Preferred / Beneficial

• Regional exposure and working experience would be a plus.
• A leader who can roll up their sleeves and a good team player.