Vendor Admin - Emiratized Role

• Sub Division: National Housing Loans (NHL)
• Division: Personal, Wealth & Business Banking

Company Description

FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth.

We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company, in an exciting and dynamic industry.

Job Description

• Ensure to service all NHL strategic partners (Contractors & Consultants) visiting the Engineering admin department (front office).
• Ensure to service NHL customer(s).
• Promote and sell additional value proposition Services/ Products offered by NHL.
• Play a key role in coordinating between Customers/ Partners and NHL function(s).
• Play the role of mediator to manage any conflict that arises between customer(s) and vendor(s).

Generic Accountability

Payments

• Service customer(s) / vendor(s) submitting payment requests.
• Review the payments submitted to ensure they are in line with the SOP e.g. validity of vendors KYC documents, payment forms are correctly filled, etc.
• Play the role of quality assurance, and be the first line of defense of the department by ensuring authenticity of the documents.
• Ensure to process all the payments in the system.
• Coordinate between all functions and follow up on the progress of payments.
• Communicate the rejection reasons to customer(s) / vendor(s) on behalf of the other functions.
• Receive the updated documents or information from customer(s) / vendor(s), and ensure they are in line with requirements.

Vendor Registration & Renewal

• Service vendor(s) submitting registration requests to enlist with NHL (National Housing Loans).
• Review the request submitted to ensure it is in line with the requirements to enlist vendor(s).
• Ensure to apply thorough due diligence when vetting vendor(s) KYC/ All required documents to enlist.
• Manage vendor(s) expectations, and ensure this process is completed within SLA.
• Service vendor(s) submitting requests to renew the registration with NHL (National Housing Loans).

Tendering & Project Awarding

• Receive and evaluate all submitted tenders.
• Ensure all supporting documents are in line with the SOP, and up to date.
• Complete tender vetting process, and apply the UAE Tender Law.
• Ensure all arrangements are completed before tender opening meeting e.g. Booking appointments, sending communication to all participating vendor(s), etc.
• Represent the department in tender opening meetings.
• Responsible for communicating the tender result to all parties, issuing announcement letters, obtaining management signoff.
• Service customer(s) / vendor(s) inquiring about the progress of awarding letters.
• Collaborate with CS & CAD to ensure the pending awarding letters are processed within SLA.

Complaint Management

• Accommodate all walk-in customer(s) sharing dissatisfaction regarding the progress of their project, or dissatisfaction with the vendor(s) project management.
• Ensure to play the role of a mediator when liaising between the three parties.
• Propose feasible solutions for all three parties, and ensure implementation once agreed.
• Process all customer(s) requests when breaking contracts/ project withdrawal.

Maintain a report of all customer(s) falling under the complaint queue, and present all findings to management with recommendations (Root Cause Analysis).

Others

• Receive customer(s) requests e.g. Release of Performance Bonds, Letters, etc.
• Collaborate with all internal stakeholders to ensure customer(s) expectations are met when requesting any letters related to EAD.
• Maintain reports between EAD and other NHL functions.
• Function within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
• Authorized to take decisions as per the approved authorization matrix.

Qualifications

• Diploma/ Bachelor Degree from a reputable university or equivalent professional qualification/ equivalent practical experience.
• Minimum 5 years of relevant business experience.
• Preferred to have experience in Client Care/ Customer Service / Call Centre.