Escrow & Accounts Services Manager | Abu Dhabi, UAE

Escrow & Accounts Services Manager

ADIB - Abu Dhabi Islamic Bank, Abu Dhabi, United Arab Emirates

Job Description

Role: Escrow & Accounts Services Manager
Location: Abu Dhabi

Role Purpose:
The role of Manager Escrow & Accounts Services is to ensure centralized services for Escrow projects, Customer On-boarding, and account maintenance provided to the highest level of quality and performance. To work with internal stakeholders & Services Head to develop and maintain Escrow services.

Key Accountabilities of the Role:

Responsibilities:

• Handle and personalize service to escrow-related customers and authorities.
• Assist Head of Escrow Services with Escrow clients.
• Visit customers and relevant authorities for new regulatory updates, maintain business relationships, and submit call reports.
• Oversee all matters related to daily processes and transactions in coordination with the escrow operations unit and liaise with other departments as required.
• Manage all escrow client complaints within the agreed time frame.
• Support in RCSA's/Product Programs and other related documentation.
• Maintain the interface with authorities and clients, acting as a coordinator and escalation point for involved parties.
• Coordinate and educate customers on escrow-related payments and relay information to the concerned department.
• Familiarize with institutional policies/procedures.
• Keep track of all incoming and outgoing transactions of escrow and create monthly MIS and audit-related reports.
• Assist in coordination and support of audits/examinations.
• Review account opening documentation and account maintenance requests received from RM & Customer, ensuring compliance with ADIB's Policy and Procedures.
• Prompt & Efficient Coordination with Legal, Compliance, Sharia, and Operations in account opening & maintenance.
• Issue Special Cheques ordered with TAT and in accordance with ADIB's Policy and Procedure.
• Establish and maintain the ADIB-wide Corporate online channel (e-ADIB) customer activation process.
• Maintain inventory & control of Vasco Card for e-ADIB WBG Customers.
• Identify process/system issues and work with the support team to improve.
• Handle Public Sector customers UAE-wide to cater to day-to-day customer needs.
• Maintain accuracy and efficiency.
• Educate customers on account opening & maintenance.
• Take corrective actions wherever required to fix gaps in day-to-day processing, while always maintaining confidentiality.
• Complete required training to understand all processing systems and procedures.

• Bachelor's degree or equivalent in a relevant subject (business, finance, or marketing). In addition, Professional/Technical qualifications/Diplomas in related subjects.

• Cultural sensitivity and adaptability.
• Interpersonal and relationship skills - must have the ability to develop and sustain executive-level relationships as well as internal organization relationships across various roles and levels.
• Written and superior oral communication skills (applied in both in-person and phone interactions).
• Presentation and facilitation skills (applied in both in-person and phone interactions).
• Knowledge of principles for providing customer service.
• Advanced degree or equivalent in a relevant subject (business, finance, or marketing). In addition, Professional/Technical qualifications/Diplomas in related subjects.
• Possess sound experience in Account Services, Escrow Services, and Escrow rules & regulations.
• Strong organizing, planning, and problem-solving capabilities.
• In-depth knowledge of the Local UAE market.

• Sound knowledge of Account opening and Account maintenance.
• Possess sound experience in Escrow Services and Escrow rules & regulations.
• Good customer handling and interpersonal skills.
• Minimum of 10 years of experience in Corporate Banking Services.
• At least 5 years of experience in the field of onboarding account opening & maintenance, along with extensive experience in Escrow services.