Client Services Manager - Private Banking CSM (UAEN Only)

Responsibilities

• Complete re-engineering of the CSO team, client services units, while identifying proper capacity and utilizing all staff strengths.

• Work closely with SFA/FA and Unit Heads to identify desired service levels.

• Represent Private Banking in liaising with audit for operational issues/ working with SFA/FA in rectifying all audit objections and queries.

• 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

• Standardise and manage the overall service quality at all Private Banking locations, and client touch points, including establishing priority service at call centre (CSU).

• Monitor, supervise and continuously train new and existing CSO's.

• Work closely with all operational and credit departments to ensure a seamless customer experience.

• Create and monitor all service level agreements identifying any gaps and formulate solutions.

• Ensure effective handling of customer complaints for Private Banking Clients.

• Monitor customer feedback to ensure Private Banking standards are met at all levels.

• Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required.

• 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, as well as documentation as a pre-audit check to ensure adherence to policies as well as identify gaps.

• Ensure excellent quality of KYC is maintained on all Private Banking clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis.

Qualifications

• Jobholder shall be a graduate with 10 years experience in banking/ service industry.

• Jobholder must have good negotiation, leadership, decision making and superior interpersonal skills.

• Good command in spoken English with excellent writing skills.

• Expert in running service units with good team building skills.

• Jobholder must be very customer oriented.

• Conversant with local regulations and business environment.

• Should have pleasant personality with ability to manage difficult situations. s