Employee Banking Service Manager (UAE National)

HSBC; United Arab Emirates; On-site; AED 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated Service Manager to enhance customer experience and operational efficiency. This role involves supporting frontline teams, managing customer queries, and implementing process improvements. The ideal candidate will have a strong background in customer service, leadership skills, and the ability to collaborate with multiple stakeholders. Join a forward-thinking company committed to professional development and diversity, where your contributions will help shape exceptional customer experiences and drive service excellence.

Qualifications

• Proven experience in customer service via email, phone, and in-person interactions.
• Strong knowledge of operating systems such as HUB, SFE, GWIS, MMX, AAPs, and iQueue.

Responsibilities

• Support the service team in handling customer queries and complaints raised on MMX.
• Monitor the team for timely follow-ups on investigations, customer instructions, queries, and complaints.
• Analyze customer feedback from various channels to drive service improvements.

Skills

Customer Service

Leadership

Problem-Solving

Stakeholder Management

Communication Skills

Education

Graduation Degree

Tools

HUB

SFE

GWIS

MMX

AAPs

iQueue

Live Sign

Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfill your potential. Whether you want a career that could take you to the top or simply take you in an exciting new direction, HSBC offers opportunities, support, and rewards that will take you further.

HSBC International Wealth and Premier Banking (IWPB)

We help customers manage their day-to-day finances, and to protect and grow their wealth. Our international network and expertise enable us to support individuals, families, business owners, investors, and entrepreneurs worldwide.

We are currently seeking an ambitious individual to join our IWPB team, working with colleagues to define, manage, and achieve divisional business targets.

In this role, you will :

The Service Manager plays a key role in ensuring exceptional customer service and operational efficiency. The manager will support frontline teams in handling customer queries and complaints, maintaining compliance with policies, and implementing process improvements to enhance customer experience. This role requires strong leadership, problem-solving skills, and the ability to collaborate with multiple stakeholders. The individual should be capable of leading and managing a team to drive service excellence and sales support for the frontline team.

Key Responsibilities :

• Support the service team in handling customer queries and complaints raised on MMX.
• Monitor the team for timely follow-ups on investigations, customer instructions, queries, and complaints.
• Work closely with stakeholders to achieve First Contact Resolution of customer complaints daily.
• Conduct quality checks on MMX to ensure compliance with complaints-handling policies.
• Ensure 'No Fail' is recorded by the Customer Experience team during quality checks.
• Analyze customer feedback from various channels to drive service improvements.
• Suggest and implement strategies to enhance customer experience.
• Analyze staff complaints fairly and validate them with the Customer Experience team.
• Organize feedback and training sessions for the frontline team and channel partners to improve efficiency and knowledge.
• Assist with Transactions & Fund Transfers.
• Manage Discrepancies & Compliance.

Requirements

To succeed in this role, you should meet the following requirements :

Knowledge / Experience

• A graduation degree is required to secure a UAE Visa and Work Permit.
• Proven experience in customer service via email, phone, and in-person interactions.
• Strong knowledge of operating systems such as HUB, SFE, GWIS, MMX, AAPs, and iQueue, Live Sign.
• Excellent command of spoken and written English.
• A customer-centric mindset with a proactive approach to service.
• Strong problem-solving, leadership, and stakeholder management skills.

This role requires a dedicated professional committed to enhancing customer experience, managing people, driving process efficiencies, and maintaining high service standards. The individual should be an experienced manager capable of leading a talented team.

You’ll achieve more at HSBC.

HSBC is committed to fostering a workplace where employees are valued, respected, and opinions are heard. We support continuous professional development, flexible working, and opportunities for growth within an inclusive and diverse environment.

We believe diversity benefits our customers, business, and people. Different ideas and perspectives help us innovate, manage risk, and grow sustainably.

Manager UAE National • UAE, United Arab Emirates