Manager- PCG Client Services

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

Job summary

A leading bank is seeking a Manager for PCG Client Services in Abu Dhabi. This role focuses on enhancing customer experiences by efficiently resolving queries and ensuring adherence to policies and procedures. Candidates should possess a Bachelor’s Degree or Higher Diploma and have a minimum of 2 years of banking experience.

Qualifications

• 2 years of relevant banking experience.
• Bachelor's Degree or Higher Diploma.

Responsibilities

• Attend to and resolve customer queries efficiently.
• Ensure compliance with FAB's policies and guidelines.
• Prepare statistical data and reports related to customer issues.

Skills

Customer Service

Compliance

Risk Management

Reporting

Education

Bachelor's Degree or Higher Diploma

Job description

Job Title: Manager - PCG Client Services

Job Purpose:

This role is primarily responsible for attending to and resolving customer queries efficiently, thereby enhancing the customer experience with FAB. The role involves delivering timely service to internal and external customers in adherence to policies and procedures.

Key Accountabilities:

1. Policies, Systems, Processes & Procedures:
   • Ensure full compliance with FAB's policies and procedures, maintaining control standards as per departmental SOPs.
   • Review SOPs in line with Audit and RMU requirements for all PBO-Clients Services Units and products.
   • Monitor process controls to protect the bank from risks.
   • Ensure adherence to internal policies, guidelines, and applicable regulations.
2. Continuous Improvement:
   • Encourage customers to use various banking channels to improve their experience.
   • Implement best practices, establish service quality standards, and enhance service delivery.
3. Reporting:
   • Prepare statistical data related to customer emails and calls concerning operational issues and queries.
   • Generate periodic reports for decision-making.
4. Job Specific Accountabilities:
   • Support Relationship Management Teams by providing operational services and liaising with internal departments.
   • Enhance client experience by providing operational and administrative support promptly.
   • Ensure compliance with internal procedures, policies, and regulatory guidelines.
   • Provide excellent service to internal and external customers, including 24x7 support for VVIP clients.
   • Maintain confidentiality of sensitive customer information and secure customer records.
   • Participate in unit and bank-wide initiatives and projects.

Desired Candidate Profile:

• Qualifications: Bachelor's Degree or Higher Diploma
• Minimum 2 years of relevant banking experience

Company Industry: Banking, Broking

Department / Functional Area: Administration

Keywords: Manager - PCG Client Services

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