Manager, Client Services

First Abu Dhabi Bank (FAB); Ras Al Khaimah; On-site; AED 223,200 - 334,800; Full time

Job summary

First Abu Dhabi Bank (FAB) is seeking a Manager, Client Services to assist the Elite Banking segments with daily operations and provide exceptional customer service. The role involves managing client queries, maintaining service quality, and ensuring compliance with banking regulations.

The ideal candidate should be motivated, possess strong interpersonal skills, and demonstrate the ability to manage complex client situations effectively. This role requires adaptability to ensure efficient daily operations within a fast-paced environment.

Qualifications

• Highly motivated individual with good communication skills.
• Ability to handle difficult situations in a positive manner.
• Willingness for personal development through training.

Responsibilities

• Provide high quality service to clients via multiple channels.
• Assist RMs with account management and compliance checks.
• Log customer complaints in the CMS system.

Skills

Multilingual communication skills

High level of professional discretion

Interpersonal skills

Problem-solving skills

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 is 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 and 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.

The Manager, Client Services Must

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

Generic And Job Specific 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 client point of contact in the absence of the RM.
• Provide assistance to the RM’s in opening and closing accounts, perform necessary compliance and KYC checks, and ensure error‑free submissions. Follow up with clients for remediation of documents within the required timeframe, and elevate concerns or errors to the functional manager.
• Process all client transfers, remittances, FD/FX deals within agreed TAT as per SLA agreements; obtain special rates, track end‑to‑end for successful completion; generate monthly MIS reports and elevate delays for process improvement; ensure RFT (Right First Time) for all submissions.
• Coordinate with Investment desk, TED, AMO, Custody, and Securities for all investment trades end‑to‑end; provide monthly MIS on turnaround time to the Line Manager and Quality Assurance team.
• Perform signature verification checks and make callbacks as required (if permitted by TL); liaise with internal stakeholders for follow‑ups; liaise with international branches as needed.
• Provide clients with updated bank and portfolio statements; report MIS on volume of requests to Line Manager and QA.
• Promptly follow up and deliver security items such as debit/credit cards, cheque books, and returned cheques; ensure proper registration and storage and update relevant registers; elevate any exceptions to the 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 complaint trends for corrective action.
• Update and monitor all trackers daily, weekly, and monthly, and ensure correct registration of any documents received from clients to maintain audit flow.
• Attend internal or external training as required for business needs and personal development; monitor and elevate the ICCS system for the relevant department as requested; assist in mentoring and training other staff; provide cover during colleagues' leave periods.
• Strictly adhere to banks' policies, procedures, compliance, and regulatory requirements; ensure zero unsatisfactory audit comments and co‑operate promptly with any audit or compliance requests.
• Be willing to move from segment to segment as per management request.
• Perform any additional tasks as assigned by management.