Client Services Manager – Private Banking (UAE Only)

About the role

The Client Services Manager will standardise and manage the overall service and operational quality across the Private Banking Division, ensuring adherence to bank policies, SOPs and regulatory requirements. The role also oversees the Client Service Officers team and drives service level agreements with internal and external partners.

Key responsibilities

• Standardise and manage service quality at all Private Banking locations and client touch‑points, including call centres and branch offices.
• Create, negotiate, implement and monitor service level agreements (SLAs) with partners and internal units.
• Lead the re‑engineering of the Client Service Officer (CSO) team, aligning capacity with staff strengths.
• Represent Private Banking in audit liaison, addressing operational issues and audit queries.
• Lead projects to improve client services, including privileged client handling across branches, Mashreq Gold Centres and remote offices.
• Monitor, supervise and continuously train new and existing CSOs.
• Ensure effective handling of customer complaints and monitor customer feedback to maintain Private Banking standards.
• Conduct regular reviews of SLAs and operational standards, initiating amendments as needed.
• Oversee compliance with AML, SOPs and Central Bank policies, enhancing controls to manage operational risk.
• Maintain high‑quality KYC records for all Private Banking clients, including annual reviews of transaction turnover.

Required profile

• Graduate with at least 10 years of experience in banking or a service‑focused industry.
• Strong negotiation, leadership, decision‑making and interpersonal skills.
• Excellent spoken and written English.
• Proven ability to run service units and build effective teams.
• Customer‑oriented mindset with the ability to manage difficult situations.
• Good understanding of local regulations and the business environment.