Job Description

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