Client Services Manager - Private Banking (UAEN Only)

Role Overview

Client Services Manager - Private Banking at Mashreq, based in the United Arab Emirates.

Role Purpose

To standardize and manage overall service and operational quality across the entire Private Banking Division, ensuring adherence to bank policies, standard operating procedures, and regulatory compliance at all levels. To create, negotiate, implement, and monitor the success of all service level agreements with partners and manage all Client Service Officers to ensure proper levels of service.

Key Responsibilities

Service Quality & Standardization

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

Team Management & Development

• Manage all Client Service Officers and ensure proper levels of service.
• Complete re-engineering of the Client Service Officer team and client services units while identifying proper capacity and utilizing all staff strengths.
• Monitor, supervise, and continuously train new and existing Client Service Officers.
• Lead team building efforts to support service unit operations.

Service Level Agreements & Partnerships

• Create and monitor all service level agreements, identifying any gaps and formulating solutions.
• Work closely with Senior Financial Advisors, Financial Advisors, and Unit Heads to identify desired service levels.
• Negotiate and implement service level agreements with all partners.

Projects & Service Delivery

• Lead projects as required to improve overall client services.
• Establish privileged client handling in branches, Mashreq Gold Centres, remote offices, and other client service points including direct phone services.
• Ensure effective handling of customer complaints for Private Banking clients.
• Work closely with all operational and credit departments to ensure a seamless customer experience.

Compliance & Risk Management

• Conduct overview of operational functions ensuring strict adherence to anti-money laundering regulations, standard operating procedures, and local Central Bank policies.
• Enhance controls where needed to manage operational risks.
• Represent Private Banking in liaising with audit for operational issues.
• Work with Senior Financial Advisors and Financial Advisors in rectifying all audit objections and queries.
• Carry out regular checks on security items and documentation as a pre-audit check to ensure adherence to policies and identify gaps.

Client Due Diligence

• Ensure excellent quality of Know Your Customer processes are maintained on all Private Banking clients.
• Conduct regular annual reviews of client turnover and nature of transactions.
• Complete pending reviews on a project basis.

Qualifications & Experience

• Bachelor's degree.
• 10 years of experience in banking or service industry.
• Conversant with local regulations and business environment.

Skills & Competencies

• Expert in running service units.
• Excellent negotiation and decision-making skills.
• Superior interpersonal skills.
• Good command of spoken English with excellent writing skills.
• Good team building skills.
• Strong customer orientation.
• Ability to manage difficult situations.
• Pleasant personality.
• Leadership capabilities.

Additional Information

• United Arab Emirates positions only.