Manager- Client Services

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading banking institution in the UAE is seeking a Manager Client Services. This role involves providing high-quality service to clients and supporting the Elite Banking business with various operational matters. Ideal candidates will possess strong interpersonal skills, a background in business or economics, and a commitment to customer satisfaction. Full-time position with no remote work option.

Qualifications

• Good understanding of banking products and services.
• Minimum three years of work experience in a similar field.
• Excellent English language skills; Arabic is an advantage.

Responsibilities

• Assist with daily operational matters for Elite Banking.
• Provide high-quality service to all clients assigned.
• Coordinate with internal stakeholders for follow-ups.
• Log customer complaints to ensure satisfaction.
• Strictly adhere to bank policies and procedures.

Skills

Interpersonal skills

Customer service

Multilingual communication

Team collaboration

Time management

Problem-solving

Education

University degree in business, economics, or marketing

Job description

Overview

The Manager Client Services is responsible for assisting the Elite Banking business segments with daily operational matters as well as providing a high level of customer service to new and existing clients.

The Manager Client Services will be embedded with the Sales Team; however they are independent from the Sales function and are managed by the Head of Elite Client Support to ensure standardisation of services rendered to the front line across all Manager Client Services. The role is also to convey to the Quality Assurance Team process‑gap opportunities to reduce turnaround time, increase efficiency, reduce errors and enhance controls.

This is a fast‑paced, office‑based working environment with persistent pressure to meet deadlines and to handle multiple assignments at any given time.

Key Responsibilities

• Be a highly motivated individual with good interpersonal and communication skills (multilingual being an advantage)
• Demonstrate high levels of professional discretion and work ethics as well as having the ability to handle difficult situations/clients in a calm, positive manner.
• Demonstrate willingness for personal development through ongoing internal and external training programs.
• Adhere to the bank’s timings and work structure.
• Support the Elite Head and Team Leaders for coordination and administration activities to enable the day‑to‑day running of the Elite unit.

Accountabilities

• Provide high‑quality and unbiased service to all clients assigned to the RM, either by phone, email or in person, in relation to any query or request they have.
• Act as the client point of contact in the absence of the RM.
• Assist the RMs in opening and closing accounts, performing necessary compliance and KYC checks and ensuring error‑free submissions. Follow up with clients for remediation (documents only) of existing accounts within the required timeframe and elevate concerns or errors in documentation to the functional manager.
• Process all client transfers, remittances, FD/FX deals, etc., within agreed TAT as per SLA agreements. Obtain special rates and track end‑to‑end for successful completion. Generate monthly MIS reports and escalated to line manager and QA to identify delays and enhance processes. SSO should ensure RFT (Right First Time) for all submissions.
• Coordinate with Investment Desk, TED, AMO, Custody Securities for all investment trades for end‑to‑end follow‑up. Prepare monthly MIS on turnaround time with the respective business units and escalated to line manager and QA.
• Perform signature verification checks and make callbacks as required (if permitted by TL).
• Liaise with internal stakeholders for any follow‑ups.
• Liaise with international branches as and when required (if applicable).
• Provide clients with updated bank and portfolio statements. MIS on volume of requests to be provided to line manager and QA.
• Promptly follow up on and deliver security items (e.g., debit/credit cards, cheque books, returned cheques). Ensure proper registration and storage, update relevant registers, and escalated exceptions to line manager.
• Log and continuously follow up on all customer complaints in the CMS system within the TAT to ensure customer satisfaction. Share monthly MIS with management to monitor and identify trends that can be recommended for corrective action.
• Update and monitor all trackers daily, weekly, monthly and ensure correct registration of any documents received from clients to maintain audit flow.
• Attend internal/external training as required for business needs and personal development.
• Monitor and escalated the ICCS system for the relevant department as requested.
• Assist in mentoring and training other staff whenever possible.
• Provide cover during leave periods for colleagues.
• Strictly adhere to bank policies, procedures, compliance and regulatory requirements.
• Maintain zero unsatisfactory comments from audit and cooperate timely with any audit or compliance requests.
• Be willing to move from segment to segment as per management requests.
• Perform any other additional tasks as assigned by management.

Qualifications

• Good understanding of banking products and services.
• University degree in business, economics, marketing or minimum of three years of work experience in a similar field.
• Ability to work in a team and develop professional relationships at all levels.
• Excellent interpersonal skills, creativity and a self‑starter.
• Good English language skills, written and spoken; Arabic is an advantage. Strong technology skills.

Remote Work

No

Employment Type

Full‑time