To standardise and manage the overall service and operational quality across the entire Private Banking Division, ensuring adherence to banks policies, SOP’s and compliance with regulations at all levels.
To create, negotiate, implement and monitor the success of all SLA’s with all partners
Management all Client service officers 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 staff strengths.
Work closely with SFA / FA and Unit Heads to identify desiredservice levels.
Represent Private Banking in liaising with audit foroperational issues / working with SFA / FA in rectifying all audit objections andqueries.
Lead Projects as required to improve overall client servicesincluding establishing privileged client handling in Branches , Mashreq GoldCentres, remote offices and other client service points including direct phoneservices
Standardise and manage the overall service quality at allPrivate Banking locations, and client touch points, including establishingpriority service at call centre (CSU).
Monitor, supervise and continuously train new and existingCSO’s.
Work closely with all operational and credit departments toensure a seamless customer experience.
Create and monitor all service level agreements identifyingany gaps and formulate solutions.
Ensure effective handling of customer complaints for PrivateBanking Clients.
Monitor customer feedback to ensure Private Banking standardsare met at all levels.
Conduct regular reviews for the smooth functioning of SLAsand operational standards. Initiate necessary amendments as and when required.
Conduct overview of operational functions ensuring strict adherenceto AML, SOPs and local Central Bank policies. Enhance controls where needed tomanage operational risks.
Carry out regular checks on security items, as well asdocumentation as a pre-audit check to ensure adherence to policies as well asidentify gaps.
Ensure excellent quality of KYC is maintained on all PrivateBanking clients including regular annual reviews of turnover and nature of transactions.
Pending reviews to be completedon a project basis.
Knowledge, Skills and Experience
Jobholder shall be a graduate with 10 years experience inbanking / service industry.
Jobholder must have good negotiation, leadership, decisionmaking and superior interpersonal skills.
Good command in spoken English with excellent writingskills.
Expert in running service units with good team buildingskills.
Jobholder must be very customer oriented.
Conversant with local regulations and business environment.
Should have pleasant personality with ability tomanage difficult situations
May 30, 2018