Client Manager, Priority Clients (UAE nationals)

Standard Chartered; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading international bank in Dubai is seeking a Client Service Manager to ensure exceptional service to Priority banking clients. The role involves collaborating with teams to address client needs, upholding compliance with regulations, and managing client relationships effectively. The ideal candidate will have strong attention to detail, excellent communication skills, and a commitment to upholding the bank's reputation. This position offers a competitive salary and comprehensive benefits.

Benefits

Competitive salary

Flexible working options

Core bank funding for retirement savings

Annual leave and parental leave

Proactive wellbeing support

Opportunities for continuous learning

Qualifications

• Ability to understand and anticipate client needs.
• Ensure error-free processing and documentation.
• Communicate professionally with clients.
• Comply with all regulations and internal policies.
• Act responsibly to protect the bank's reputation.

Responsibilities

• Provide exceptional customer service to Priority banking clients.
• Collaborate with internal specialists for client solutions.
• Address client requests and complaints efficiently.
• Ensure compliance with KYC/AML regulations.
• Detect and report suspicious transactions.

Skills

Client Experience

Attention to Detail

Communication

Regulatory Compliance

Reputational Risk Management

Job description

Job Summary

As a Client Service Manager (CSM), you’ll collaborate with front office teams and support functions to provide the best-in-client services to clients. You’ll ensure full compliant with regulations and Group policies and guidelines, and be able to highlight, mitigate and protect the bank against credit, legal, documentation, repetition, and other risks. You’ll always conduct business in a compliance-conscious manner and alert to the potential risks of money laundering and other undesirable transactions or activity during and after client on-boarding process

This is an opportunity for you to demonstrate your client service, leadership, and problem-solving skills.

About our Wealth and Retail Banking business

Wealth and Retail Banking (WRB) serves over 13 million individuals and small businesses globally, with a strong presence in Asia, Africa, and the Middle East.

WRB Rehlaty is a unique initiative dedicated to empowering UAE Nationals and delivering bespoke banking solutions, trusted advice, and a premium client experience within the affluent segment.

Key Responsibilities

• To ensure expected level of customer service is provided to Priority banking clients. Work collaboratively with internal specialists and Associate Director’s to provide appropriate banking services and solutions to meet client’s needs.
• Drive a culture of complete adherence to local and international service standards for affluent customer segment.
• Liaise with the relationship managers locally & internationally to work with overseas clients keeping in view the cross-border guidelines.
• Maintaining sound client relations by ensuring that their requests, concerns, and complaints are addressed by the client manager in a timely and efficient manner.
• Analyze feedback (compliment, complaint, and suggestion) by clients and accordingly modify policies & processes to improve services being provided.
• Ensure accuracy of account opening process for Priority banking staff with 98% accuracy.
• Ensure all non-critical/quick kill complaints to be resolved within 24 hours.
• Conducting information sessions for the client managers to update them about changes in policies & processes and keep them updated with their product knowledge.
• Ensure error free checking and avoid any financial losses to the bank.
• Ensure KYC/AML updates, proper zero error documentation.
• To be able to detect any suspicious transactions, Money laundering, forgeries etc.
• Highest compliance with reference to Anti Bribery, Anti Money Laundering & Combating Financial Crime Risk procedures.

Skills We Are Looking For

1. Client Experience, Behaviours and Preferences—Understand and anticipate client needs throughout the service lifecycle; deliver a seamless experience.
2. Accuracy and Attention to Detail—Ensure error-free processing, documentation, and transaction execution.
3. Communication (Service Context)—Clear, calm, and professional handling of client queries and concerns.
4. Regulatory Environment – Financial Services—Ensure all service actions comply with internal policies and external regulations.
5. Reputational Risk Management—Act responsibly to protect the bank’s reputation during every client interaction.

About Standard Chartered

We’re an international bank, nimble enough to act, big enough for impact. For more than 170 years, we’ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you’re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can’t wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you’ll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do.
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well.
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term.

What we offer

In line with our Fair Pay Charter we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market‑leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first‑aiders and all sorts of self‑help toolkits.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.