Head Client Service Unit

Mashreqbank PSC; United Arab Emirates; On-site; AED 300,000 - 400,000; Full time

Job summary

A leading financial institution in the United Arab Emirates is looking for a Head of Client Service to lead a team of Customer Service Managers and ensure exceptional client experiences in Private Banking. The successful candidate will work closely with various departments to manage efficient client service processes, oversee KYC updates, and drive cross-selling initiatives. Strong leadership and experience in financial services are essential for this role.

Responsibilities

• Handle a team of Customer Service Managers linked to RMs and Clients.
• Act as an interface between the team and other departments.
• Manage process efficiency, including TAT and errors.
• Ensure KYC updates for clients in the portfolio.
• Keep SOPs, SLAs, and process notes updated.
• Manage digital journeys for client requests.
• Own client experience for the private bank.
• Work closely with Governance teams and Audit.
• Drive cross-sell from CSMs for deposit acquisition.

Job description

Overview

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