Client Services Manager - Private Banking CSM ( UAEN ONLY)

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

To standardise and manage the overall service and operational quality across the entire Private Banking Division, ensuring adherence to banks policies, SOP's and compliance with regulations at all levels. To create, negotiate, implement and monitor the success of all SLA's with all partnersManagement all Client service officers and ensure proper levels of service.

Responsibilities:

• Complete re-engineering of the CSO team, client services units, while identifying proper capacity and utilizing all staff strengths.
• Work closely with SFA/FA and Unit Heads to identify desired service levels.
• Represent Private Banking in liaising with audit for operational issues/ working with SFA/FA in rectifying all audit objections and queries.
• Lead Projects as required to improve overall client services including establishing privileged client handling in Branches , Mashreq Gold Centres, remote offices and other client service points including direct phone services
• Standardise and manage the overall service quality at all Private Banking locations, and client touch points, including establishing priority service at call centre (CSU).
• Monitor, supervise and continuously train new and existing CSO's.
• Work closely with all operational and credit departments to ensure a seamless customer experience.
• Create and monitor all service level agreements identifying any gaps and formulate solutions.
• Ensure effective handling of customer complaints for Private Banking Clients.
• Monitor customer feedback to ensure Private Banking standards are met at all levels.
• Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required.
• Conduct overview of operational functions ensuring strict adherence to AML, SOPs and local Central Bank policies. Enhance controls where needed to manage operational risks.
• Carry out regular checks on security items, as well as documentation as a pre-audit check to ensure adherence to policies as well as identify gaps.
• Ensure excellent quality of KYC is maintained on all Private Banking clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis.

Qualifications:

• Jobholder shall be a graduate with 10 years experience in banking/ service industry.
• Jobholder must have good negotiation, leadership, decision making and superior interpersonal skills.
• Good command in spoken English with excellent writing skills.
• Expert in running service units with good team building skills.
• Jobholder must be very customer oriented.
• Conversant with local regulations and business environment.
• Should have pleasant personality with ability to manage difficult situations. s