Client Services Manager - Private Banking (UAEN Only)

Mashreqbank PSC; Abu Dhabi; On-site; AED 350,000 - 550,000; Full time

Job summary

Mashreqbank PSC is seeking an experienced professional to oversee service quality across the Private Banking division. You will ensure compliance with policies, SOPs and regulations, and lead initiatives to elevate client service levels.

The role requires a graduate with extensive banking experience, strong leadership, and superb English communication. You will collaborate with audits, unit heads and frontline teams to optimise operations and client satisfaction.

Qualifications

• Graduate with 10 years in banking or service industries.
• Strong negotiation, leadership and decision-making abilities.
• Excellent interpersonal and written English communication skills.
• Customer-oriented mindset with the ability to handle challenging situations.
• Familiarity with local regulations and AML policies.
• Proven track record in running service units and improving client experiences.

Responsibilities

• Standardise and manage service quality across Private Banking locations and client touchpoints.
• Lead SLA creation, monitoring and remediation with partners and internal teams.
• Collaborate with audit, SFA/FA and unit heads to resolve issues and objections.
• Drive projects to enhance client handling in branches, Mashreq Gold Centres, and remote offices.
• Monitor feedback and ensure Private Banking standards are met at all levels.
• Ensure AML, SOPs and local Central Bank policies are followed and risks are mitigated.

Skills

Negotiation

Leadership

Decision making

Interpersonal skills

English writing skills

Customer orientation

Regulatory awareness

Education

Graduate

Job description

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