Summary
Mashreq is seeking a Client Services Manager for its Private Banking Division in the United Arab Emirates. The role leads client service teams, standardises service quality across locations and touchpoints, and creates and monitors service level agreements with partners. Responsibilities include handling complaints, improving operational controls, supporting audits, and ensuring compliance with AML, KYC, SOPs and local Central Bank policies. Applicants must be UAE nationals and have a degree, 10 years of banking or service-industry experience, strong leadership and negotiation skills, and excellent spoken and written English.
The posting
As published on mashreq.com. Pulled from the employer's site and shown as they wrote it.
To standardise and manage the overall service and operational quality across the entire Private Banking Division, ensuring adherence to banks policies, SOP's and compliance with regulations at all levels. To create, negotiate, implement and monitor the success of all SLA's with all partnersManagement all Client service officers and ensure proper levels of service.
Responsibilities
- Complete re-engineering of the CSO team, client services units, while identifying proper capacity and utilizing all staff strengths.
- Work closely with SFA/FA and Unit Heads to identify desired service levels.
- Represent Private Banking in liaising with audit for operational issues/ working with SFA/FA in rectifying all audit objections and queries.
- Lead Projects as required to improve overall client services including establishing privileged client handling in Branches , Mashreq Gold Centres, remote offices and other client service points including direct phone services
- Standardise and manage the overall service quality at all Private Banking locations, and client touch points, including establishing priority service at call centre (CSU).
- Monitor, supervise and continuously train new and existing CSO's.
- Work closely with all operational and credit departments to ensure a seamless customer experience.
- Create and monitor all service level agreements identifying any gaps and formulate solutions.
- Ensure effective handling of customer complaints for Private Banking Clients.
- Monitor customer feedback to ensure Private Banking standards are met at all levels.
- Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required.
- Conduct overview of operational functions ensuring strict adherence to AML, SOPs and local Central Bank policies. Enhance controls where needed to manage operational risks.
- Carry out regular checks on security items, as well as documentation as a pre-audit check to ensure adherence to policies as well as identify gaps.
- Ensure excellent quality of KYC is maintained on all Private Banking clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis.
Qualifications
- Jobholder shall be a graduate with 10 years experience in banking/ service industry.
- Jobholder must have good negotiation, leadership, decision making and superior interpersonal skills.
- Good command in spoken English with excellent writing skills.
- Expert in running service units with good team building skills.
- Jobholder must be very customer oriented.
- Conversant with local regulations and business environment.
- Should have pleasant personality with ability to manage difficult situations. s