مدير خدمات العملاء

We are seeking a talented and customer-centric individual to join MashreqBank as a Client Services Manager in our RBU - Muraqabat Branch. In this role, you will be responsible for managing and enhancing the overall customer experience for our SME clients. Your primary focus will be to ensure timely and accurate handling of customer requests, account maintenance, and compliance with regulatory requirements, while also driving service excellence and operational efficiency.

Responsibilities

• Act as the primary point of contact for SME customers, building strong relationships and understanding their needs.
• Oversee account opening processes, ensuring compliance with KYC and regulatory standards.
• Handle customer inquiries and service requests promptly, providing accurate and friendly assistance.
• Coordinate with internal teams to resolve customer issues and ensure timely resolution.
• Monitor and maintain high levels of customer satisfaction through regular feedback and service quality assessments.
• Ensure compliance with bank policies, AML regulations, and risk management controls.
• Stay updated with industry trends and best practices to enhance service delivery and customer experience.
• Lead and motivate a team of customer service professionals, providing guidance and support.
• Collaborate with other departments to improve cross-functional processes and enhance overall customer journey.

Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field.
• Minimum 5 years of experience in a customer-facing role, preferably in banking or financial services.
• Strong knowledge of SME banking products and services, including account management and compliance.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers.
• Proven leadership and team management skills, with a track record of motivating and developing teams.
• Proficiency in using banking software and systems for account servicing and customer relationship management.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage multiple priorities.
• Flexibility to adapt to changing business needs and a dynamic work environment.