Client Services Manager - Private Banking

About the role

Mashreq is looking for a Client Services Manager for its Private Banking division. The role standardises and manages service and operational quality across the division, ensures adherence to bank policies, SOPs and regulatory compliance, negotiates and monitors SLAs with partners, and manages the Client Service Officers.

Key responsibilities

• Lead the complete re-engineering of the client services units, identify capacity and use staff strengths, and work with SFA/FA and unit heads to define service levels.
• Represent Private Banking with auditors on operational issues and help rectify audit objections and queries.
• Lead projects such as privileged client handling in branches, Mashreq Gold Centres, remote offices and direct phone services, and set up priority service at the call centre.
• Manage service quality at all Private Banking locations and touchpoints, and supervise, monitor and train new and existing Client Service Officers.
• Work with operational and credit departments for a seamless customer experience, handle customer complaints and monitor customer feedback.
• Create and monitor SLAs, conduct regular reviews and amend them as needed.
• Ensure strict adherence to AML, SOPs and Central Bank policies, enhance controls to manage operational risk, and carry out pre-audit checks on security items and documentation.
• Maintain high-quality KYC on all Private Banking clients, including annual reviews of turnover and transaction nature.

Required profile

• Graduate with 10 years of experience in banking or the service industry.
• Good negotiation, leadership, decision-making and interpersonal skills; expert in running service units with strong team-building skills.
• Very customer-oriented, pleasant personality able to manage difficult situations.
• Conversant with local regulations and business environment.

Required skills

• Good command of spoken English and excellent writing skills.
• Ability to run service units and build teams.