Customer Communication Manager

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

Job summary

A leading multinational bank in Dubai is looking for a Customer Communication Manager (UAE National) to oversee logistics and records management. This role involves engaging with third-party suppliers, managing operational policies, and ensuring audit readiness. Candidates should hold a Bachelor's degree and have at least two years of relevant experience, along with strong communication and analytical skills. The bank fosters professional development in a diverse working environment.

Qualifications

• Graduation degree is REQUIRED to secure a UAE Visa and Work Permit.
• Minimum of 2 years proven experience or equivalent.
• Exceptional inter-personal and communication skills both oral and written.

Responsibilities

• Manage day-to-day activities relating to logistics and records management.
• Work closely with stakeholders to ensure cost-effective service delivery.
• Provide input for operational policies and manage change requests.

Skills

Communications skills

Organizational skills

Analytical skills

Time-management skills

Computer skills

Education

Bachelor's degree in business or related field

Tools

Microsoft applications

Job description

Customer Communication Manager (UAE National) (26226)

Some careers grow faster than others.

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

This role requires managing day-to-day activities relating to logistics (internal branches/domestic/international), records management, printing, document scanning, and account tools handling and delivery. Leading the engagement and governance of third‑party suppliers contracted by HSBC. Ensures efficiency & 100% accuracy of all information provided to third party due to the seriousness of the consequences of such information. Design and monitor all key controls and procedures and ensure regulatory and risk stewards’ approval are in place.

Duties & Responsibilities:

• Maintain current knowledge of Products, Services, and documentation requirements in line with Business servicer’s area of expertise.
• Work on PLA/SLA, business requirement to ensure best and cost‑effective service is delivered to the stakeholders.
• Work closely with Business services, DBS partners and senior manager regional accounts on documentation, Procedural input, and updates for timely project rollouts.
• Provide accurate input and manage overall management of operational policies and decide on best recommendations to be put forth for senior management review and approval, as required on a country and regional level.
• Ensure audit readiness.
• Ensure continuity of processes, by applying robust contingency plans and processes through effective BCP testing.
• Manage change requests as required for BAU processes and ensure implementation is rolled out accordingly.
• Manage implementation of FIM policies and make informed decisions as per the HSBC internal control standards and always adhere to compliance policies.
• Regularly monitor the operational issues, progress on previous issues and solutions, risks attached and take account of changing requirements, operational procedures, and practices.
• Understand customer requirements and sensitivities within the region to ensure effectiveness of standardization.
• The Candidate/ will work closely with the Head of Channel Services and will be supported by internal and third‑party suppliers.
• Need to work closely with each line of business, and the representatives to ensure that the role has valid and credible business contribution in terms of services provided.
• Support and conclude all UAE Business Services Audit findings relating to Customer Communications timely and in accordance with Management Action Plans that have been designed.
• Demonstrate good analytical skills including proficiency on Microsoft applications.

Experience & Qualifications:

• Graduation degree is REQUIRED– to secure a UAE Visa and Work Permit
• Minimum of 2 years proven experience or equivalent
• Well-developed communications, organizational skills, good analytical skills.
• Exceptional inter‑personal and communication skills both oral and written.
• Bachelor's degree in business, related field or equivalent experience.
• Knowledgeable on Bank and Central Bank policies and guidelines.
• Knowledgeable on Bank systems.
• Good time‑management skills; able to independently prioritize daily routines and deliver high quality service in a fast‑paced, high volume, high productivity.
• Good computer skills and proficient on Microsoft applications.
• Ability to work in a fast‑paced, deadline‑sensitive environment.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment.