Job Purpose:

This role is responsible for delivering high-quality internal and external support services by ensuring operational accuracy, process compliance, and strong team collaboration. The position demands a proactive approach to communication, process adherence, issue resolution, and a commitment to continuous improvement across various operational functions. 

Key Accountabilities:

Customer and Stakeholder Support :

• Deliver prompt, accurate, and courteous service to internal teams, customers, ensuring queries and concerns are resolved within defined turnaround times.
• Provide assistance across all supported areas retail finance applications, including remittances support, Retail digital banking support to maintain consistency in communication and service standards.
  

Operational Accuracy and Timeliness : 

• Ensure high-quality output with minimal errors through attention to detail and process knowledge. 
• Make sound, timely decisions that support operational efficiency and meet predefined TAT.
• Proactively identify irregularities or risks and escalate them appropriately for further investigation. 
• Execute tasks and duties as delegated by line manager with professionalism and accountability. 
  

Compliance with Policies & Procedures :

• Review and process activities in accordance with organizational policies and procedural standards. 
• Collaborate with other teams to streamline workflows and implement operational enhancements. 
• Validate the process to ensure compliance with internal guidelines and product specifications. 
  

Data Integrity, Confidentiality & System Proficiency :

• Maintain strict confidentiality of sensitive data, customer information, and institutional practices.
• Demonstrate awareness of the working environment and uphold information security protocols.
• Enhance proficiency in using systems, tools, and platforms critical to day-to-day operations.
  

Team Collaboration & Cross-functional Engagement :

• Work cooperatively with colleagues across teams and departments to foster a high-performing culture.
• Participate in joint tasks and departmental initiatives to support broader organizational goals.
• Provide constructive feedback and regular updates to Stakeholder to support decision-making. 

Consumer Protection:

• Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedbacks, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures

Qualifications & Experience:

• Minimum Qualifications : Bachelor’s degree or Diploma                                                                          
• Minimum Experience: Minimum 1 years’ experience in banking environment.
• Computers/ Systems /Software Skills: MS Office - Expert
• Language Skills  : Arabic & English (Proficient)