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 assist with daily operations and ensure high-level customer service. The ideal candidate will be motivated, possess strong interpersonal skills, and demonstrate discretion in handling client interactions. Responsibilities include account management, processing transactions, and customer complaint resolution. This is an on-site position in Ras Al Khaimah that promises a fast-paced environment with growth opportunities.

Qualifications

• Must be a highly motivated individual.
• Demonstrates a willingness for personal development through ongoing training programs.
• Adheres to the Banks timings and work structure.

Responsibilities

• Provide high quality & unbiased service to all clients.
• Client point of contact in the absence of the RM.
• Assist in opening and closing accounts.
• Process all clients Transfers/Remittances/FD/FX deals.
• Coordinate with various teams for end-to-end follow up on investments.
• Log and follow up on all customer complaints in the CMS system.

Skills

Good interpersonal and communication skills

Multi-lingual skills

Professional discretion

Ability to handle difficult situations

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 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 functioned 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. To support 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, performing necessary compliance and KYC checks and ensuring error free submissions, following up with clients for remediation of existing accounts, which has to be achieved within the required timeframe, with the ability to elevate concerns, errors in documentation to the functional manager.
• Process all clients Transfers/Remittances/FD/FX deals etc. within agreed TAT as per SLA agreements; obtaining special rates and tracking from end-to-end for successful completion. Monthly MIS report will be generated and escalated to Line manager and Quality Assurance to identify delays in order to 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 for end-to-end follow up. 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 callbacks 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. MIS on the volume of requests will be provided 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 escale exceptions to the process to the Line Manager.
• Logging and continuous follow-up of all customer complaints in the CMS system within the TAT to ensure customer satisfaction; Monthly MIS will be shared with management to monitor and identify any customer complaint trends which 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 as well as personal development; monitor and embed 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.