Job Description

The Government and Regulatory Officer is responsible for processing, handling, and responding to requests and queries received from Courts, Police, Public Prosecution, and Minor Affairs authorities across the UAE and Qatar, ensuring that all customer and non-customer cases are handled in a timely, accurate, compliant, and risk-free manner. The role supports the Manager and the team in meeting the objectives set by the unit Head by assisting with the execution of approved processes, controls, and requirements related to government and regulatory entities.

The position coordinates with branch managers, unit heads, and internal departments (CIBG, RBG, Operations, and Head Office) to support the resolution of issues raised by government entities, strictly in line with approved procedures, SLAs, and internal policies.

• Case Processing: Process and handle UAE Court Orders as per approved procedures.
• Cross-Border Coverage: Process and handle Qatar Court Orders and LEA requests within defined SLAs.
• Law Enforcement Support: Handle Police letters and enquiries across all UAE emirates.
• Prosecution & CID: Handle Public Prosecution and CID correspondence (UAE).
• Inbox Management: Manage and respond to email enquiries received from government entities or stakeholders.
• Systems Execution: Process cases through Velocity - MOFT system where applicable.
• Compliance: Ensure all correspondence complies fully with regulatory instructions and internal policies.
• Timely Closure: Monitor, coordinate, and follow up on assigned cases to ensure timely closure.
• Service Quality: Support initiatives that improve operational efficiency and service quality within the unit.
• Internal Coordination: Follow up on issues with internal stakeholders within Mashreq.
• External Alignment: Maintain effective coordination with regulators and internal/external support teams (e.g. Technology).
• Other Duties: Perform other tasks as assigned by line management.