Client Services Manager - Private Banking
Mashreq Bank
UAE, Abu Dhabi,Abu Dhabi
منذ 3 يوم
source :

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.
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