Job Role : Client Services Manager - Private Banking
Tostandardize and manage the overall service and operational qualityacross the entire Private Banking Division, ensuring adherence tobanks policies.
SOP's and compliance with regulations atall levels.To create, negotiate, implement and monitor the successof all SLA'
s with all partnersManagement all Client ServiceOfficers and ensure proper levels of service.
Key Result Areas
Complete re-engineering of the CSO team, client servicesunits, while identifying proper capacity and utilizing all staffstrengths.
Work closely with SFA / FA and UnitHeads to identify desired service levels.
Represent Private Banking in liaising with audit foroperational issues / working with SFA / FA in rectifying all auditobjections and queries.
Lead Projects asrequired to improve overall client services including establishingprivileged client handling in Branches, Mashreq Gold Centres,remote offices and other client service points including directphone services.
Standardize and manage theoverall service quality at all Private Banking locations, andclient touch points, including establishing priority service atcall centre (CSU).
Monitor, supervise andcontinuously train new and existing CSO's
Work closely with all operational and credit departmentsto ensure a seamless customer experience
Create and monitor all service level agreementsidentifying any gaps and formulate solutions
Ensure effective handling of customer complaints forPrivate Banking Clients.
Monitor customerfeedback to ensure Private Banking standards are met at alllevels
Conduct regular reviews for the smoothfunctioning of SLAs and operational standards. Initiate necessaryamendments as and when required.
Conductoverview of operational functions ensuring strict adherence to AML,SOPs, and local Central Bank policies. Enhance controls whereneeded to manage operational risks.
Carry outregular checks on security items, as well as documentation as apre-audit check to ensure adherence to policies as well as identifygaps.
Ensure excellent quality of KYC ismaintained on all Private Banking clients including regular annualreviews of turnover and nature of transactions.
Pending reviews to be completed on a projectbasis.
Knowledge, Skills andExperience
Jobholdershall be a graduate with 10 years experience in banking / serviceindustry
Jobholder must have good negotiation,leadership, decision making and superior interpersonalskills.
Good command in spoken English withexcellent writing skills
Expert in runningservice units with good team building skills
Jobholder must be very customer oriented
Conversant with local regulations and businessenvironment
Should have pleasant personalitywith ability to manage difficult situations.