Client Services Lead - Private Banking Excellence

Mashreqbank PSC; United Arab Emirates; On-site; AED 180,000 - 300,000; Full time

Job summary

Mashreqbank PSC is seeking an experienced client services operations leader for the Private Banking Division to standardise service quality across locations and partnerships. The role focuses on implementing SLAs, monitoring compliance with AML, SOPs, and local regulations while driving high customer satisfaction.

Responsibilities include re-engineering CSO teams, defining service levels with stakeholders, and leading cross-functional projects to ensure seamless client experience at branches,

Qualifications

• Graduate with strong leadership and customer service background.
• Experience in banking/service industries preferred.
• Excellent written and spoken English.

Responsibilities

• Re-engineer CSO team and optimize capacity across Private Banking locations.
• Define service levels with SFA/FA and Unit Heads.
• Coordinate with audit to address objections and rectify issues.
• Lead projects to improve client services across branches, Mashreq Gold Centres, and call centres.
• Standardise and manage service quality at all locations; establish priority service at call centres.
• Supervise training for CSOs; maintain high performance.
• Collaborate with operations and credit teams to ensure seamless client experience.
• Create and monitor SLAs; identify gaps and implement solutions.
• Handle customer complaints for Private Banking clients; monitor feedback.
• Review SLAs regularly and amend as needed; ensure AML/SOP compliance.
• Perform pre-audit checks of security/documentation to ensure policy adherence.
• Maintain high-quality KYC for Private Banking clients with annual reviews.

Skills

Leadership

Negotiation

Decision making

Interpersonal skills

Spoken English

Written English

Customer orientation

Regulatory awareness

Job description

Mashreqbank PSC is seeking an experienced client services operations leader for the Private Banking Division to standardise service quality across locations and partnerships. The role focuses on implementing SLAs, monitoring compliance with AML, SOPs, and local regulations while driving high customer satisfaction.

Responsibilities include re-engineering CSO teams, defining service levels with stakeholders, and leading cross-functional projects to ensure seamless client experience at branches,