Client Service Manager - CIB Operations

First Abu Dhabi Bank; Al Ruways Industrial City; On-site; AED 178,560 - 267,840; Full time

Job summary

First Abu Dhabi Bank is seeking a Client Service Manager for its CIB Operations in Abu Dhabi. This role focuses on enhancing the client experience for Corporate and Investment Banking clients through operational assistance and complaint handling.

The ideal candidate will have a minimum of 3 years of banking operations experience and a relevant degree, along with strong communication skills. The position offers full-time engagement with a competitive salary range.

Qualifications

• Minimum 3 years of experience in a bank with direct exposure to banking operations.
• Good knowledge of general banking principles, client service processes, and operational control requirements.
• Strong problem-solving ability with a practical approach to client issues and operational service gaps.

Responsibilities

• Act as a liaison between CIB clients and internal departments to enhance client experience.
• Handle client issues, grievances, and complaints while working to resolve matters.
• Maintaining timely communication with clients, internal stakeholders, and operational teams.

Skills

CIB client service

Corporate banking support

Banking operations

Client relationship coordination

Service request management

Complaint handling

SLA monitoring

Back-office banking procedures

Account opening documentation

Account maintenance activities

Communication skills

Education

University Degree in Commerce, Banking, Finance, Business Administration, or related field

Job description

Client Service Manager - CIB Operations

Location: Abu Dhabi, United Arab Emirates

Industry: Banking

Function: Customer Support-Client Care

Experience: Minimum 3 years

Job Type: Full-time

Job Overview: Client Service Manager - CIB Operations in Abu Dhabi, United Arab Emirates is a Banking client service role focused on supporting Corporate and Investment Banking clients through responsive service coordination, operational assistance, complaint handling, account service guidance, and stakeholder communication. This opportunity is ideal for a banking professional with strong exposure to banking operations, back-office procedures, client documentation, and service level management.

Job Details: Country: United Arab Emirates; City: Abu Dhabi; Industry: Banking; Function: Customer Support-Client Care; Salary: 16,000–24,000 estimated based on similar jobs in the city; Gender: Any; Candidate Nationality: Any; Job Type: Full-time.

Role Context

The Client Service Manager will act as a key liaison between Corporate and Investment Banking clients and internal departments across the bank. The role is responsible for improving client experience by servicing clients, meeting their operational needs, providing administrative support, and guiding them on account services, e-channel usage, banking regulations, and regulatory requirements. This position supports smooth service delivery by managing client requests, resolving issues, maintaining accurate correspondence records, collecting required documentation, coordinating with operations teams, and helping ensure service level agreements are monitored effectively. The role also contributes to continuous improvement by identifying process gaps, supporting sustainable service practices, and maintaining high standards of accuracy, confidentiality, and control.

Key Responsibilities

• Follow all relevant departmental policies, standard operating procedures, processes, and instructions to ensure work is carried out in a controlled and consistent manner.
• Demonstrate compliance with the bank's values, ethics, and governance standards at all times.
• Contribute to continuous improvement opportunities across systems, processes, service practices, productivity, and cost efficiency.
• Assist in preparing accurate and timely statements, reports, and service updates in line with departmental requirements and quality standards.
• Act as a liaison between CIB clients, internal departments, branches, and operations teams.
• Enhance the client experience by servicing clients, attending meetings, and providing operational and administrative support.
• Educate clients on account services, service capabilities, e-channel usage, banking regulations, and relevant regulatory requirements.
• Attend to client service requests and arrange suitable support either directly or through internal departments and branches.
• Handle client issues, grievances, and complaints while working to resolve the matter and reduce repeat occurrences.
• Collect and verify documentation required under bank policy and regulatory requirements.
• Assist the VP and Head of CCS in managing service level agreements with clients.
• Support periodic SLA reviews to ensure smooth operations and scheduled service delivery.
• Maintain timely and effective communication with clients, internal stakeholders, branches, and operational teams.
• Keep updated records of correspondence, handled queries, resolved issues, and service requests.
• Take responsibility for security items held under custody and ensure proof of delivery is obtained as per bank policy and procedure.
• Study service activities and identify improvement areas while considering associated risk factors.
• Raise, handle, and track customer complaints for CIB clients to ensure resolution within agreed SLA timelines.
• Work with stakeholders to analyse complaint root causes and support actions that prevent repetition.
• Assist the AVP in enhancing the Customer Experience Centre from a CCS transactional service perspective.
• Provide back-end support to operations teams for account opening documentation and account maintenance activities.
• Support corporate credit card operations, cheque book requests, balance confirmation letters, returned cheques, and client correspondence.
• Coordinate payment-related queries, including inward and outward payment matters.
• Assist with charges-related issues, e-channel queries, exception handling, and operational follow-up.
• Work within group policies, organizational governance frameworks, and the approved authorization matrix.

Ideal Profile

• University Degree in Commerce, Banking, Finance, Business Administration, or a related field.
• Minimum 3 years of experience in a bank with direct exposure to banking operations.
• Good knowledge of general banking principles, client service processes, and operational control requirements.
• Working knowledge of back-office operating procedures and corporate banking service support.
• Experience supporting CIB clients, corporate banking clients, or business banking clients will be valuable.
• Strong written and spoken communication skills for interacting with clients and stakeholders at different levels.
• Ability to manage service requests, complaints, documentation, records, and follow-up activities with accuracy.
• Analytical, self-motivated, energetic, flexible, and able to work in a challenging banking environment.
• Strong problem-solving ability with a practical approach to client issues and operational service gaps.
• Able to work independently while contributing effectively within a cooperative team environment.
• Comfortable working in a fast-paced setting where attention to detail, accuracy, efficiency, and service quality are essential.

Skills Set

• CIB client service
• Corporate banking support
• Banking operations
• Client relationship coordination
• Service request management
• Complaint handling
• SLA monitoring
• Back-office banking procedures
• Account opening documentation
• Account maintenance activities
• Corporate credit card operations
• Cheque book requests
• Balance confirmation letters
• Returned cheque handling
• Inward payment queries
• Outward payment queries
• Charges query handling
• E-channel banking support
• Client correspondence
• Exception handling
• Regulatory documentation
• Customer experience improvement
• Root-cause analysis
• MIS reporting
• Stakeholder communication
• Operational risk awareness