Senior Manager

Nirvana travel & Tourism L.L.C; Abu Dhabi; On-site; AED 420,000 - 660,000; Full time

Job summary

Nirvana travel & Tourism L.L.C. in Abu Dhabi seeks a senior client service leader to drive premium service delivery across wealth management and luxury client segments.

You will lead development, governance, escalation handling and cross-functional collaboration with private bankers and product teams. You will recruit, onboard and performance-manage senior specialists, set service behaviours, build playbooks, monitor SLAs, and create concise monthly reporting while upholding the highest

Qualifications

• Bachelor degree in business/finance/hospitality management or equivalent.
• 8–10 years of premium client service / wealth management / private banking / premium cards experience.
• Experience managing complex client escalations and cross-functional resolution.
• Fluent professional English and Arabic.

Responsibilities

• Lead service quality, people development, governance, escalation handling and stakeholder management.
• Recruit, onboard, coach and performance-manage the three senior client specialists.
• Define service behaviours, communication standards, case-handling playbooks and escalation rules.
• Conduct regular call, email, CRM-note and case-quality reviews with coaching and documented actions.
• Run role-play and scenario training with team members.
• Maintain a calm, high-discretion team culture with confidentiality at the core.
• Set and monitor SLAs, response-time standards, client satisfaction, case aging, first-contact resolution and complaint outcomes.
• Personally manage the most sensitive, high-value or cross-functional client cases.
• Identify recurring client pain points and drive practical process improvements with operations, technology and partner teams.
• Ensure accurate documentation and comprehensive monthly reporting; oversee information-security and data-protection compliance.
• Build productive relationships with private bankers, card product teams, lifestyle partners and operations.
• Translate client insights into proposals for enhanced privileges and service design.
• Prepare concise internal management reporting on service trends and risks.

Skills

Client service

Stakeholder management

Coaching & development

Leadership

Governance

Escalation management

Communication

Bilingual English/Arabic

Education

Bachelor Degree Business /Finance /Hospitality Mgmt.

Tools

CRM systems

Case-management tools

Information security tools

Job description

Role

strong Role strong Leads service quality people development performance governance escalation handling and stakeholder management Recruit onboard coach and performance-manage the three senior client specialists Define service behaviours communication standards case-handling playbooks and nbsp escalation rules Conduct regular call email CRM-note and case-quality reviews give specific coaching nbsp and document development actions Run role-play and scenario training with team members Maintain a calm accountable high-discretion team culture Confidentiality is a very important factor in this job Set and monitor SLAs response-time standards client satisfaction case ageing first contact resolution complaint outcomes and portfolio capacity Personally manage the most sensitive reputationally significant high-value or cross functional client cases The position will also be allocated a portfolio of the most case sensitive clients Identify recurring client pain points and drive practical process improvements with operations technology and partner teams Ensure accurate concise documentation and comprehensive monthly reporting Oversee adherence to information-security data-protection conduct-risk escalation confidentiality and complaints Build productive working relationships with private bankers card product teams concierge lifestyle partners service providers and operations Translate client insight into proposals for enhanced privileges service design retention and responsible card usage without making unauthorised credit or investment decisions Prepare concise internal management reporting service trends risks VIP incidents root causes team performance and recommended actions

Qualifications

• Bachelor Degree Business /Finance /Hospitality Mgmt. / etc
• 8 – 10 Years experience in premium client service / Wealth Management / Private Banking / Premium Cards / Luxury Hospitality / Luxury Concierge / VIP Concierge
• Experience managing complex client escalations and cross-functional resolution.
• Demonstrable exposure to regulated financial services or a strong premium-service background.
• Fluent professional English and Arabic