Head

Mashreq Bank; United Arab Emirates; On-site; AED 300,000 - 400,000; Full time

Job summary

A leading financial institution in the United Arab Emirates is seeking a Head of Client Service for their Private Banking division. This leadership role involves managing a team of Customer Service Managers, ensuring a seamless client experience, and collaborating with various departments to optimize services. Responsibilities include overseeing KYC processes, digital client journey management, and addressing client complaints while also driving cross-sales. The ideal candidate will have a strong background in client services and management.

Responsibilities

• Handling a team of Customer Service Managers who are tagged to RMs and Clients.
• Acting as an interface between the team and other departments to ensure efficient client experience.
• Ensure the team is on top of updation of KYC for clients in their portfolio.
• Manage all digital journeys which initiates client requests and strive towards digitizing manual processes.
• Driving cross-sell from CSMs for deposit acquisition and other focus areas.

Job description

The Head of Client Service unit is one of the leadership roles in Private Banking, reporting to the Head of Private Banking. Main purpose of this role is:

Responsibilities

• Handling a team of Customer Service Managers who are tagged to RMs and Clients
• Acting as an interface between the team and other departments such as Products, Operations, Credit, Contact Center, Digital Squads i.e. Wealth, Mobile & Online Banking, to ensure efficient client experience
• Bring in efficiency in the process managing TAT, Errors and putting relevant controls
• Ensure the team is on top of updation of KYC for clients in their portfolio
• Keep all the SOPs, SLAs & Process notes in place
• Ensure all forms, collaterals stationeries are updated regularly in physical & digital form
• Manage all digital journeys which initiates client requests in Face App and EDMS, and strive towards digitizing manual process from time to time
• Own client experience for the private bank and work closely with the Retail bank’s CX team and be in control of any Client Complaints, NPS and other Customer Surveys
• Working closely with Governance teams and Audit on onboarding, KYC, Client experience management & Operational risks and controls
• Driving cross-sell from CSMs for deposit acquisition, FX and other focus areas as may emerge from time to time