(UAE Nationals Only) -Assistant Manager- Client Services, Emirati Governance (RBG)

Role Overview

Assistant Manager – Client Services for the Emirati Segment at Mashreq, UAE. UAE Nationals only. Reports to Regional Area Managers, Central Team, or Operation Manager.

Role Purpose

Manage overall service and operational quality across the Emirati Gold portfolio, enhance sales and service delivery, promote cross-selling of bank products to existing and potential priority clients, and manage the service portfolio for other channels as requested.

Key Responsibilities

Relationship Management

• Work closely with Regional Area Managers, Central Team, and Relationship Managers to identify desired service levels.
• Standardize overall client services across all Emirati Gold teams and contribute to developing and implementing agreed actions.
• Ensure smooth flow of all applications and requests including account opening and own discrepant cases from Emirati Gold.
• Serve as the final direct and indirect point of contact for customer complaints sourced through branches, Relationship Managers, or directly from customers.
• Present regular feedback to Operation Manager and Product Managers on process and service-related issues.

Risk Management and Governance

• Ensure Area Relationship Managers check submitted KYCs and fulfill compliance requirements on KYC and regulated activities such as insurance and investment.
• Manage Rejects and Referrals on all products sourced by Relationship Managers by acting as checker and providing feedback.
• Report expired and overdue KYC, Visa, Passport, and Emirates ID updates on a timely basis for the Mashreq Gold Segment.
• Represent Emirati Gold in liaising with audit for operational issues and work with Area Managers to rectify all audit objections and queries.
• Ensure excellent quality of KYC is maintained on all Emirati Gold clients including regular annual reviews of turnover and nature of transactions, with pending reviews completed on a project basis.
• Ensure smooth functioning of SLAs and operational standards and initiate necessary amendments as required.
• Support Emirati Mashreq Gold with KYC and FATCA and ensure updated client information.
• Implement all audit recommendations and procedures as advised by Senior Management.
• Refer all matters of non-routine nature to appropriate superiors.

Administration & Reporting

• Ensure Area Relationship Managers save activities and transactions recorded or processed on the system in a timely and accurate manner.
• Ensure Area Relationship Managers assist the Relationship Manager to conduct proper KYC and fulfill compliance requirements on KYC and regulated activities such as insurance and investment.
• Provide weekly feedback to Area Managers and Heads of Service on Services Pack.
• Ensure effective handling of customer complaints and inquiries for Mashreq Gold clients.
• Monitor customer feedback to ensure Emirati Gold standards are met at all levels.
• Drive CRM usage at frontline for respective team, act as CRM champion, and ensure all customer interactions (complaints, service requests) are appropriately recorded in CRM with sample checking.
• Ensure mail received from all teams addressed to processing department is sent on a timely basis.
• Ensure all acknowledgements received by processing department are appropriately filed.
• Ensure all filing cabinets are locked at end of day and all obsolete files and registers are regularly sent for archiving.
• Keep the work area clean and tidy.

Escalation and Investigation

• Handle all customer queries escalated to Area Manager for intervention.
• Log these queries in CRM and conduct independent investigation and propose to Area Manager a course of action and suggested action.
• Document and share feedback from frontline as per format provided.

Alternate Channels

• Strategize on how to increase penetration of alternate channel usage within teams.
• Help with any ad-hoc outbound calling exercises as designated periodically by Manager Client Experience.
• Support Relationship Manager to resolve all customer issues.

Problem Solving

• Deal with unstructured and complex customer problems related to the Bank, not restricted to the Center.
• Take ownership of customer problems and handle them till final resolution through coordinating with other partners.

Organizational Leadership

• Ensure a consistently high level of relationship management and customer services is maintained, thus contributing positively to the image of the Bank.
• Contribute to effective training and development of staff if required.

Qualifications & Experience

• University degree (preferred).
• 3–4 years of banking experience or experience in any other sector.
• Thorough knowledge of products, services, policies, and processes of retail banking in Mashreq Bank.

Skills & Competencies

• Problem solving skills.
• Communication skills.
• Interpersonal skills.
• Ability to work under pressure.
• Computer literacy.
• Interpersonal Relationship – Level 3.
• Influencing & Negotiation Skills – Level 2.
• Analytical Thinking – Level 2.
• Strategic Orientation – Level 2.
• Customer Focus – Level 3.

Additional Information

Performance Targets

• Achieve Remittance, CASA, Credit Card, Insurance, and Investment Reject Rates under 5%.
• Champion at least two service campaigns when launched.

Decision-Making Authority

• Be empowered to take decisions on financial and non-financial issues of the customer.
• Be empowered to put forth recommendations for changes in processes which may lead to reduction in cycle time, cost reduction, and customer satisfaction.