Responsibilities
Ensure to service all NHL strategic partners (Contractors & Consultants) visiting the Engineering admin department (front office).
Ensure to service NHL customer(s).
Promote and sell additional value proposition Services/ Products offered by NHL.
Play a key role in coordinating between Customers/ Partners and NHL function(s).
Play the role of mediator to manage any conflict arising between customers and vendors.
Receive updated documents or information from customer(s) / vendor(s) and ensure in line with requirements.
Generic Accountability
Payments
Service customer(s) / vendor(s) submitting payments requests.
Review the payments submitted to ensure alignment with the SOP (e.g., validity of vendor KYC documents, payment form correctly filled).
Act as quality assurance and be the first line of defence by ensuring authenticity of documents.
Process all payments in the system.
Coordinate between all functions and follow up on progress of payments.
Communicate rejection reasons to customer(s) / vendor(s) on behalf of other functions.
Vendor Registration & Renewal
Service vendor(s) submitting registration requests to enlist with NHL (National Housing Loans).
Review requests to ensure they meet the requirements to enlist supplier(s).
Apply due diligence when vetting vendor(s) KYC/ all required documents to enlist.
Manage vendor(s) expectations and ensure this process is completed within SLA.
Service vendor(s) submitting to renewing the registration with NHL (National Housing Loans).
Tendering & Project Awarding
Receive and evaluate all submitted tenders.
Ensure all supporting documents are in line with the SOP and up to date.
Complete tender vetting process and apply the UAE Tender Law.
Ensure all arrangements are completed before tender opening meeting (e.g., booking appointments, sending communications to all participating vendor(s)).
Represent the department in tender opening meetings.
Responsible for communicating tender results to all parties and obtaining management sign-off.
Service customer(s) / vendor(s) inquiring about the progress of awarding letters.
Collaborate with CS & CAD to ensure pending awarding letters are processed within SLA.
Complaint Management
Accommodate all walk-in customer(s) expressing dissatisfaction with the progress of their project or the vendor(s) project management.
Play the role of mediator when liaising between the three parties.
Propose feasible solutions for all three parties and ensure implementation once agreed.
Process all customer requests when breaking contracts/ project withdrawals.
Maintain a report of all customers falling under the complaint queue and present findings to management with recommendations (Root Cause Analysis).
Others
Receive customer(s) requests e.g. Release of Performance Bonds Letters, etc.
Collaborate with all internal stakeholders to ensure customer(s) expectations are met when requesting any letters related to EAD.
Maintain reports between EAD and other NHL functions.
Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.
Authorized to take decisions as per the approved authorization matrix.
Qualifications
Minimum Qualification
Diploma/ Bachelor Degree from a reputable university or equivalent professional qualification/ equivalent practical experience
Minimum Experience
Minimum 5 years of relative business experience
Preferred to have experience in Client Care/ Customer Service / Call Centre
