About this role
Job Purpose To support the effective management of Mashreq UAE owned premises parking services, coordinating with internal stakeholders on all parking-related matters. Supervising resources assigned to official car arrangements for the Chairman’s private requirements. Providing telephone customer service support Key result area :-
• Improve, strengthen the service of telephone information service to achieve maximum customer satisfaction. • Adhering to telephone enquiries incoming / outgoing in order to guide the customers in right direction. • Coordinate staff parking allocation across all Mashreq-owned buildings, ensuring fair and efficient distribution for eligible employees • Maintain and update parking records and databases to ensure accuracy and transparency • Handle and resolve parking-related queries and issues in a timely and professional manner • Manage staff parking and co-ordinate with all Business Units for smooth functioning of parking. • Provide staff parking with eligibility to staff located in owned buildings • Cancel parking access for resigned staff • Maintain updated database of parking • Prepare and process Arabic letters for RE Unit MB premises , ATM etc • Ensure all documentation is accurate, compliant, and completed within defined timelines • Liaise with internal teams and external authorities to facilitate approvals and submissions • Participate in professional training programs to enhance job related knowledge and skills • Continuously develop capabilities aligned with role requirements • Provide backup support to team members during absences to ensure continuity of operations • Respond to customer and stakeholder inquiries with clear, accurate, and timely information • Handle calls and requests professionally, ensuring effective resolution without repetition • Maintain a high standard of service delivery and customer interaction • Support telephone-based customer service activities, ensuring efficient handling of calls • Contribute to improving service quality and customer experience through effective communication • Engage in continuous learning and development initiatives to strengthen competencies and performance • Supervising two resources assigned to official car arrangements for the Chairman’s private requirements related visa etc • Managing Bank Car, maintenance of vehicle, registration, and renewal on time • Always Willing to take more responsibleness and aligned with assigned tasks • Working as Back up of RE and Property staff • Prepare information for the CB authorities related Real Estate activities within the target dates. • Managed central bank system requests related (ATM Removal/ New CB request for ATM, CB maintenance permits /MB Premises related Operating Environment, Framework and Boundaries, Working Relationships:-
• Extended support services towards All Groups and Department for staff parking • Giving support, service of telephone system online with quality, response time the framework of policy with regard to authority delegated. • As a service provider, always keep good relationships, appropriate coordination with both external and internal customers at all levels. • Opportunity to work with individuals from across a wide geographic and culturally diverse environment • Having working relationships with Units of all Business Groups / Support Divisions and Central Accounts Department. • Operating in a computerized environment, guided by established policies and procedures. Problem Solving
• Internal, external customers complain on the quality of service, turnaround time to ensure rectification of problems related to telephone operating. • Expected to have a high level of problem-solving / analytical ability using tools and alternatives at hand • Show a proactive approach for problems requiring urgent attention and quick action for smooth operations • Decision Making Authority & Responsibility • Attend to the request for international calls as per the standard rules of the organization and charge the respective requestor. • Expected to make operational level decisions quickly and confidently. • Adhere to Standard Operation procedure for Bank . Knowledge, Skills and Experience
• Should possess various skills including: • Excellent communication skills to communicate with external and internal • Planning and organization to submit MIS on time • Time management and prioritization • Excellent command in spoken, written English. • Knowledge of spoken Arabic is must. • High school degree from a reputable college. • Excellent Computer skills, Microsoft MS word , Excel , PPT ,Graduate with 3 – 5 years' experience with a reputed company on PABX telephone system. • Problem-solving attitude and analytical thinking • Relationship building skills internal and external • Excellent Work ethic with high standard of punctuality and presentation
• Promote and ensure high level customer service and client care.
• Ensure to obtain Business approvals for all the Branches /EBSU/Offices
• Ensure to obtain all Central Bank approvals for Branches/EBSU
• Inspect new site for due diligence and Landlords meeting to discuss and negotiate rent reduction
• Deal with complaints and Liaise with Landlords as necessary
• Excellent Computer skills, High school Diploma, worked in Banking Sector
• Very good knowledge of Arabic/English Spoken and written language