Client Services Manager - Private Banking CSM

Role Overview

Client Services Manager - Private Banking CSM at Mashreq. This role standardizes and manages overall service and operational quality across the Private Banking Division, ensuring adherence to bank policies, SOPs, and compliance with regulations at all levels.

Role Purpose

To standardize and manage service and operational quality across the Private Banking Division, create and monitor service level agreements with all partners, and manage Client Service Officers to ensure consistent service excellence at all client touchpoints.

Key Responsibilities

Service Quality & Standards

• Standardize and manage overall service quality at all Private Banking locations and client touchpoints, including establishing priority service at call centre (CSU).
• Monitor customer feedback to ensure Private Banking standards are met at all levels.
• Conduct regular reviews for smooth functioning of SLAs and operational standards, initiating necessary amendments as required.

Team Management & Development

• Complete re-engineering of the CSO team and client services units while identifying proper capacity and utilizing all staff strengths.
• Manage all Client Service Officers and ensure proper levels of service.
• Monitor, supervise, and continuously train new and existing CSOs.
• Lead team building initiatives and develop team capabilities.

Service Level Agreements & Partnerships

• Create, negotiate, implement, and monitor the success of all SLAs with all partners.
• Work closely with SFA/FA and Unit Heads to identify desired service levels.
• Create and monitor all service level agreements, identifying gaps and formulating solutions.

Operational Oversight & Compliance

• 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 and documentation as a pre-audit check to ensure adherence to policies and identify gaps.
• Represent Private Banking in liaising with audit for operational issues, working with SFA/FA to rectify all audit objections and queries.

Customer Experience & Complaints

• Work closely with all operational and credit departments to ensure seamless customer experience.
• Ensure effective handling of customer complaints for Private Banking Clients.
• Ensure excellent quality of KYC is maintained on all Private Banking clients including regular annual reviews of turnover and nature of transactions, with pending reviews completed on a project basis.

Projects & Service Enhancement

• 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.

Qualifications & Experience

• Graduate degree required.
• Minimum 10 years of experience in banking or service industry.
• Conversant with local regulations and business environment.

Skills & Competencies

• Excellent negotiation and decision-making skills.
• Superior interpersonal and communication abilities.
• Good command of spoken English with excellent writing skills.
• Expert in running service units with strong team building skills.
• Customer-oriented mindset.
• Ability to manage difficult situations with a pleasant personality.
• Leadership capabilities.