Manager Client Services

First Abu Dhabi Bank (FAB); Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading bank in the UAE is seeking a Manager, Client Services to support the Elite Banking business. This role involves providing high-level customer service and operational support, ensuring compliance with regulations and maintaining quality standards. The ideal candidate should be highly motivated with strong interpersonal skills, capable of handling multiple tasks under pressure. This position offers opportunities for personal development and requires strict adherence to the bank's policies and standards.

Qualifications

• Highly motivated individual with good interpersonal and communication skills.
• Ability to handle difficult situations in a calm positive manner.
• Demonstrates willingness for personal development through training programs.
• Adheres to bank timings and supports coordination activities.

Responsibilities

• Assist clients with queries or requests via phone, email, or in person.
• Serve as the client point of contact in absence of the Relationship Manager.
• Process client accounts and ensure compliance and KYC checks are met.
• Coordinate with internal teams for investment trades and client requests.
• Maintain audit flow and update all trackers related to client interactions.

Skills

Interpersonal skills

Communication skills

Multi-lingual

Professional discretion

Calm under pressure

Job description

Job Responsibilities

The Manager, Client Services is responsible for assisting the Elite Banking business segments with daily operational matters as well as providing 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 managed by the Head of Elite Client Support to ensure standardization of services rendered to the front line across all Manager, Client Services. The role is also to convey to the Quality Assurance Team process gaps, opportunities to reduce turnaround time to 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.

The Manager, Client Services Must

• Be a highly motivated individual with good interpersonal and communication skills (multi-lingual 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.
• Demonstrates a willingness for personal development through ongoing internal and external training programs.
• Adheres to the Banks timings and work structure, and supports Elite Head and Team Leaders for coordination and administration activities to enable the day-to-day running of Elite unit.

Generic And Job Specific Accountabilities

• Provide high quality & unbiased service to all clients assigned to the RM either by phone, emails or in person in relation to any query or request they have.
• Client point of contact in the absence of the RM.
• Provide assistance to the RM’s in opening and closing accounts, performs necessary compliance and KYC checks, and ensures error free submissions. Follow up with clients for remediation of documents of existing accounts within the required timeframe, with the ability to escalated concerns and errors in documentation to the functional manager.
• Process all client Transfers/Remittances/FD/FX deals within agreed TAT as per SLA agreements, obtain special rates and track from end-to-end for successful completion. Generate monthly MIS reports and escalated to Line Manager and Quality Assurance to identify delays and enhance the process. SSO should ensure RFT (Right First Time) for all submissions.
• Coordinate with Investment desk, TED, AMO, Custody, Securities for all Investment trades end-to-end and follow up. Generate monthly MIS on turnaround time with the respective business units to be escalated to the Line Manager and the Quality Assurance team.
• Perform signature verification checks and make call backs as per requirement (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, and submit MIS on the volume of requests to the Line Manager and Quality Assurance.
• Prompt follow-up and delivery of security items (e.g. Debit/Credit cards, cheque books, returned cheques). Ensure proper registration and storage of the same. Update relevant registers and escalated exceptions to the process to the Line Manager.
• Log and continuously follow up all customer complaints in the CMS system within the TAT to ensure customer satisfaction. Share monthly MIS with management to monitor and identify any customer complaint trends 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.
• Strict adherence to Banks policies and procedures, compliance, and regulatory requirements.
• Zero unsatisfactory comments from audit. Complete and timely cooperation with any requests from audit or compliance.
• Willing to move from segment to segment as per management request.
• Any other additional tasks as assigned by management.