Client Services Manager, Business Banking.RBU - Muraqabat Branch - BB Customer Service & Quality.Retail Banking Group

Role Overview

Client Services Manager, Business Banking at Mashreq Bank, RBU - Muraqabat Branch, Retail Banking Group. The role focuses on managing and enhancing the overall customer experience for SME clients through timely and accurate handling of customer requests, account maintenance, compliance with regulatory requirements, and driving service excellence and operational efficiency.

Role Purpose

Serve as the primary point of contact for SME customers, managing their accounts and service needs while ensuring compliance with regulatory standards, maintaining high customer satisfaction, and leading a team of customer service professionals.

Key Responsibilities

Customer Relationship Management

• Act as the primary point of contact for SME customers, building strong relationships and understanding their needs.
• Handle customer inquiries and service requests promptly, providing accurate and friendly assistance.
• Monitor and maintain high levels of customer satisfaction through regular feedback and service quality assessments.

Account Management & Compliance

• Oversee account opening processes, ensuring compliance with KYC and regulatory standards.
• Ensure compliance with bank policies, AML regulations, and risk management controls.
• Maintain strong knowledge of SME banking products and services, including account management and compliance.

Operations & Coordination

• Coordinate with internal teams to resolve customer issues and ensure timely resolution.
• Collaborate with other departments to improve cross-functional processes and enhance overall customer journey.

Team Leadership

• Lead and motivate a team of customer service professionals, providing guidance and support.

Continuous Improvement

• Stay updated with industry trends and best practices to enhance service delivery and customer experience.

Qualifications & Experience

• 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.
• Proven leadership and team management skills, with a track record of motivating and developing teams.

Skills & Competencies

• Excellent communication and interpersonal skills, with the ability to build rapport with customers.
• 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.