Private Banking Client Services Lead - SLA & Operations

Mashreqbank PSC; Abu Dhabi; On-site; AED 350,000 - 550,000; Full time

Job summary

Mashreqbank PSC is seeking an experienced professional to oversee service quality across the Private Banking division. You will ensure compliance with policies, SOPs and regulations, and lead initiatives to elevate client service levels.

The role requires a graduate with extensive banking experience, strong leadership, and superb English communication. You will collaborate with audits, unit heads and frontline teams to optimise operations and client satisfaction.

Qualifications

• Graduate with 10 years in banking or service industries.
• Strong negotiation, leadership and decision-making abilities.
• Excellent interpersonal and written English communication skills.
• Customer-oriented mindset with the ability to handle challenging situations.
• Familiarity with local regulations and AML policies.
• Proven track record in running service units and improving client experiences.

Responsibilities

• Standardise and manage service quality across Private Banking locations and client touchpoints.
• Lead SLA creation, monitoring and remediation with partners and internal teams.
• Collaborate with audit, SFA/FA and unit heads to resolve issues and objections.
• Drive projects to enhance client handling in branches, Mashreq Gold Centres, and remote offices.
• Monitor feedback and ensure Private Banking standards are met at all levels.
• Ensure AML, SOPs and local Central Bank policies are followed and risks are mitigated.

Skills

Negotiation

Leadership

Decision making

Interpersonal skills

English writing skills

Customer orientation

Regulatory awareness

Education

Graduate

Job description

Mashreqbank PSC is seeking an experienced professional to oversee service quality across the Private Banking division. You will ensure compliance with policies, SOPs and regulations, and lead initiatives to elevate client service levels.

The role requires a graduate with extensive banking experience, strong leadership, and superb English communication. You will collaborate with audits, unit heads and frontline teams to optimise operations and client satisfaction.