Client Services Manager - Private Banking CSM

Role Overview

Client Services Manager - Private Banking CSM at Mashreq. This role standardises and manages operational quality across the entire Private Banking Division, ensuring adherence to bank policies, standard operating procedures, and regulatory compliance at all levels.

Role Purpose

To establish consistent service and operational excellence across all Private Banking locations and client touchpoints, manage all Client Service Officers, create and monitor Service Level Agreements with partners, and ensure superior levels of customer service delivery while maintaining full regulatory and compliance standards.

Key Responsibilities

Service Quality & Standardization

• Standardise and manage overall service quality at all Private Banking locations and client touchpoints.
• Establish priority service at the call centre (CSU).
• Establish privileged client handling in Branches, Mashreq Gold Centres, remote offices, and other client service points including direct phone services.
• Monitor customer feedback to ensure Private Banking standards are met at all levels.

Operations & Team Management

• Complete re-engineering of the CSO team and client services units while identifying proper capacity and utilising all staff strengths.
• Monitor, supervise, and continuously train new and existing Client Service Officers.
• Work closely with all operational and credit departments to ensure a seamless customer experience.

Service Level Agreements & Performance

• Create and monitor all Service Level Agreements, identify gaps, and formulate solutions.
• Conduct regular reviews for smooth functioning of SLAs and operational standards; initiate necessary amendments as required.
• Work closely with SFA/FA and Unit Heads to identify desired service levels.

Compliance & Risk Management

• 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.
• Work with SFA/FA in rectifying all audit objections and queries.

Customer Experience & Complaints

• Ensure effective handling of customer complaints for Private Banking Clients.
• Work closely with SFA/FA and Unit Heads to identify desired service levels and ensure seamless customer experience.

Know Your Customer & Compliance

• Ensure excellent quality of KYC is maintained on all Private Banking clients.
• Conduct regular annual reviews of turnover and nature of transactions.
• Complete pending reviews on a project basis.

Project Leadership

• Lead Projects as required to improve overall client services.

Qualifications & Experience

• Bachelor's degree or equivalent qualification.
• 10 years of experience in banking or service industry.

Skills & Competencies

• Excellent negotiation skills.
• Strong leadership and decision-making abilities.
• Superior interpersonal skills.
• Good command of spoken English with excellent writing skills.
• Expert in running service units with good team building skills.
• Customer-oriented mindset.
• Knowledge of local regulations and business environment.
• Ability to manage difficult situations with pleasant personality.