Assistant Manager - Customer Relations

Assistant Manager Customer Relations OPS Retail Credit Management | Operations Group Role Details Job Title: Assistant Manager Customer Relations

Location

UAE Role Overview The Assistant Manager Customer Relations is responsible for managing the end-to-end mortgage documentation and property transfer process within the Retail Credit Management Operations team. The role serves as the primary liaison between the bank, developers, the Dubai Land Department (DLD) and customers, ensuring collateral perfection, regulatory compliance and timely execution of all title deed and mortgage-related transactions. Key Responsibilities DLD Documentation & Registration Prepare Developer and DLD documentation for title deed registration and mortgage creation. Facilitate DLD transactions for the Mortgage Loan portfolio across Land Department offices, trustee offices and ADM. Ensure all processes and policies are adhered to in order to achieve collateral perfection for existing and new mortgage lending. Developer Relationship Management Manage day-to-day developer relationships to obtain stage payment information, statements of account and project completion statuses. Ensure queries raised with developers are followed through and closed within agreed timeframes. Coordinate DSR initiation and documentation completion; follow through with Sales and DLD teams for title deed procurement post-submission. Customer Coordination & Transfer Process Coordinate with customers to ensure the property transfer process is completed with full due diligence. Ensure all transfers are executed within agreed turnaround times. Communicate and escalate pending cases to the Unit Manager and Sales Managers in a timely manner. Internal Stakeholder Coordination Coordinate with internal stakeholders Sales, Risk and Business teams on day-to-day BAU requirements and requests. Maintain clear communication channels across all functions to support seamless operational delivery. Third-Party & Liability Management Facilitate liability clearance with other financial institutions and manage follow-up and collection of property documents. Submit collected documents to the internal Operations team and raise red flags in the event of exceptions or process deviations. Document Custody & Archival Maintain safe custody of all original property documents. Ensure compliance with secured document archival standards and procedures. Knowledge Sharing & Reporting Share relevant updates with the internal team following meetings with Developers and DLD. Ensure timely follow-up and closure of all tasks with Developers, DLD and third parties.

Experience

3 5 years in banking operations, mortgage processing or property-related financial services within the UAE

Education

Bachelor's Degree in Business Administration, Finance, Law or a related field Language: Proficient in written and spoken English; Arabic an advantage Systems: Working knowledge of banking systems and Microsoft Office applications Knowledge & Skills Technical Knowledge of UAE mortgage lending, DLD processes and title deed registration Familiarity with Developer agreements, DSR processes and stage payment structures Understanding of collateral perfection requirements and mortgage documentation Working knowledge of property transfer procedures across Land Department, trustee offices and ADM Operational Skills Ability to manage multiple tasks simultaneously and meet strict turnaround times Strong attention to detail and accuracy in documentation preparation Experience in document management, archival and safe custody practices Ability to identify process exceptions and escalate appropriately Interpersonal & Communication Effective communication skills for internal and external stakeholder coordination Customer-facing experience with ability to manage expectations professionally Ability to build and maintain productive developer relationships Collaborative team player with strong escalation and reporting discipline