Senior Officer, Government Relations

Job PurposeThe Senior Officer, Government Relations Unit, is responsible for checking, monitoring, and supervising the handling of requests and queries received from Courts, Police, Public Prosecution, Minor Affairs authorities, Central Banks, and other government entities across the UAE and Qatar, ensuring that all customer and non-customer cases are reviewed and processed in a timely, accurate, compliant, and risk-free manner. The role supports the Manager and unit Head by supervising daily team activities, validating responses, monitoring adherence to approved processes and SLAs, and ensuring proper escalation of sensitive, complex, or high-risk matters. The position coordinates with branch managers, unit heads, internal departments, regulators, and support functions to resolve issues, monitor team productivity, prepare MIS and management reports, and support continuous improvement initiatives within the unit.Key Result Areas Quality Checking: Review and validate responses, case actions, and supporting documents before closure or submission. Team Monitoring: Monitor daily team activities, pending cases, ageing items, and SLA adherence across UAE and Qatar matters, including Qatar Central Bank requests and Qatar court orders received through approved channels. Qatar Support: Monitor and support Qatar-related requests, including Qatar Central Bank queries, Qatar court orders, online platform requests, and related correspondence, ensuring proper tracking, timely response, and escalation where required. Supervision: Provide day-to-day supervision and guidance to officers handling court orders, police letters, prosecution requests, and related enquiries. Regulatory Compliance: Ensure all correspondence and actions comply with regulatory instructions, internal policies, SOPs, and approved authority limits. Management Reporting: Prepare and submit MIS, productivity updates, ageing reports, SLA reports, exception summaries, and management dashboards as required. Escalation Control: Identify delays, exceptions, operational risks, and sensitive cases, and escalate them promptly to management with clear recommendations. Inbox Oversight: Monitor shared mailboxes and ensure emails received from government entities and internal stakeholders are assigned, tracked, and responded to within agreed timelines. Systems Oversight: Oversee case processing through Velocity - MOFT and other relevant systems, ensuring accurate updates, proper documentation, and complete audit trails. Internal Coordination: Coordinate with branches, Operations, Compliance, Technology, CIBG, RBG, Legal and Head Office to resolve pending matters and improve response quality. Process Improvement: Support enhancements to controls, trackers, templates, automation initiatives, and operational workflows within the unit. Other Duties: Perform other supervisory, RCSA, monitoring, and reporting tasks as assigned by line management Systems Oversight: Oversee case processing through Velocity - MOFT and other relevant systems, ensuring accurate updates, proper documentation, and complete audit trails. Internal Coordination: Coordinate with branches, Operations, Compliance, Technology, CIBG, RBG, Legal and Head Office to resolve pending matters and improve response quality. Process Improvement: Support enhancements to controls, trackers, templates, automation initiatives, and operational workflows within the unit. Other Duties: Perform other supervisory, RCSA, monitoring, and reporting tasks as assigned by line management. System Knowledge: Apply strong working knowledge of Flexcube, ETL, EDMS, MOFT, Omni, and other relevant platforms to support team execution and checking. Quality & Controls: Identify recurring errors “ORE”, control gaps, and training needs, and support corrective actions to improve team quality and efficiency. Management Support: Support the Manager in investigations, audits, management updates, and implementation of unit initiatives.Operating Environment, Framework And Boundaries, Working Relationships Supervise and monitor team handling cases involving Courts, Police, Public Prosecution, Minor Affairs, regulators, and other government entities. Liaise with internal stakeholders and external authorities on assigned matters in line with approved instructions and delegation limits. Review status updates, reports, and correspondence before submission to management or external parties, where required. Operate within approved policies, procedures, authority limits, and escalation channels while ensuring team compliance with the same. MGN staff supporting GRU must primarily follow UAE working arrangements, processes, authority limits, and reporting lines. Where assigned to Qatar-related activities, they must be available during Qatar working hours as required under the applicable SLA.Problem Solving Review non-standard or complex case requests, assess applicable SOPs, and guide officers on the correct course of action. Analyze root causes of delays, errors, repeated observations, or operational gaps and recommend corrective actions to management. Coordinate with branches, Operations, Compliance, Technology, and business units to resolve issues impacting government and regulatory cases. Highlight risks, exceptions, and sensitive matters to management with clear background, impact, and recommended next steps. Review Qatar-related non-standard requests and coordinate with relevant stakeholders to ensure the correct process, response language, and escalation path are followed. All regulatory correspondence is primarily in Arabic; Arabic language proficiency is mandatory.Decision Making Authority & Responsibility Act within assigned authority limits and approved checking responsibilities. Review and validate routine responses and case actions while escalating matters requiring legal interpretation, exception approval, or management decision. Follow the Delegation of Authority Matrix (ADM), SOPs, and approved escalation channels. Recommend process improvements, control enhancements, and report improvements to management.Knowledge, Skills, And Experience Strong working knowledge of government and regulatory processes within banking. Strong checking, monitoring, reporting, and team supervision skills. Awareness of AI tools with adherence to data privacy and compliance requirements. Ability to work under pressure, manage priorities, and support the team in meeting strict deadlines. MGN staff must mainly follow UAE working days, processes, governance, and reporting requirements. When assigned to Qatar-related activities, they must be available during Qatar working hours in line with the agreed SLA. Any weekend or extended-hour support must be planned and compensated as agreed with the line Manager. Fluent in Arabic and English (read, write, speak). Proficient in MS Office (Excel, Power Point), MIS reporting, dashboards, trackers, and AI applications.