Senior Officer - KYC Remediation-BB KYC Outbound Team (UAEN Only)

1 Job Title: Senior Officer – KYC Remediation Department: BB Service Direct Supervisor: Service Manager – KYC Remediation Job Number 2 Job Purpose To assist the Service Manager and ensure delivery of the KYC remediation target within minimal rejects. The jobholder has to drive efficiency in the remediation process and coach new joiners.

3 Dimensions Operating Expense Budget NA Number of Staff NIL Capital Exp. Budget NA Other – KPI e.g. Revenues NA 4 Key Result Areas Ensure that the KYC documents and information obtained from the customer meet all standards as per the compliance AML/Sanctions Policy of the Bank. Review appropriateness of Risk levels assigned to customers and ensure documents obtained are in line with the requirement of the risk level and bank policy.

Handling customer complaints and escalations on priority with end-to-end process. Ensure to achieve all KPI and KPA standards and quality of work. Achieve and control given daily assignments / activities timely and effectively. Identify and develop opportunities for seamless KYC remediation process and system enhancement.

Ensure there is effective follow up to the customers as appropriate for better customer experience. Ensure documents are collected as per requirement and there are no complaints. Ensure that KYC documentation errors kept at minimum. Ensure that KYC documents are stored daily in safe custody. Co-ordinate with the stakeholders for timely KYC updation.

Ensure participation in all activities like morning huddles, training, coaching, MBOs and complete mandatory trainings. Support the KYC Coordinator with relevant information (to update the MIS) daily. Investigate the complaints, analyze the gap and propose effective recommendations to fix it. Supervise and managing the mailbox of customers responses effectively and efficiently.

Back support in absence of reporting manager effectively. 5 Operating Environment, Framework and Boundaries, Working Relationships The job holder will be operating within well-defined and demarcated business areas and is required to adhere to the policies and guidelines set out in the Bank’s KYC policy. The job holder must effectively / actively liaise with his superiors and direct reports within the business unit to achieve business objectives.

6 Problem Solving Hands on stake holder management required to ensure effective and timely remediation of KYC. Responsible to resolve customer problems/complaints and handling it till final resolution through coordinating with line managers and other channel partners. Investigate the complaints, analyze the gap and propose effective recommendations to fix it.

7 Decision Making Authority & Responsibility Responsible for approving KYC documents for updation by CCAM in Flex 8 Knowledge, Skills and Experience In-depth Knowledge of KYC documentation Knowledge on systems used by the Bank. Graduate with 5-6 years banking experience. 9 Behavioral Competency COMPETENCY Level (1 – 4) (1-Basic 4- Sr.

Managerial) Committed to Result 3 Communication Skills 2 Influencing & Negotiation skills 3 Customer Focus 3 Attn To Quality And Detail 2 Recommended By: Marwa Albalooshi Senior Vice President, Head

• Client Service & KYC, Business Banking I Business Banking
• Customer Service & Quality _________________ Signature Concurred by: Rajeev Chalisgaonkar Head Business Banking ____________________ Signature Date: Date: