Senior SME Client Services Leader

Mashreqbank PSC

United Arab Emirates

On-site

AED 180,000 - 320,000

Full time

14 days+

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Job summary

Mashreqbank PSC is seeking a Client Services Manager for the RBU - Muraqabat Branch to lead SME customer service, oversee account openings with KYC compliance, and drive service excellence. You will manage inquiries, coordinate resolutions, and supervise a team to enhance the overall customer journey.

The role emphasizes regulatory adherence, cross-functional collaboration, and continuous process improvement within a dynamic banking environment.

Qualifications

Bachelor's degree in Business Administration, Finance, or a related field.
Minimum 5 years of experience in a customer-facing role, preferably in banking or financial services.
Strong knowledge of SME banking products and services, including account management and compliance.
Excellent communication and interpersonal skills, with the ability to build rapport with customers.
Proven leadership and team management skills, with a track record of motivating and developing teams.
Proficiency in using banking software and systems for account servicing and customer relationship management.
Analytical mindset with the ability to interpret data and make informed decisions.
Strong organizational skills and attention to detail.
Ability to work independently and manage multiple priorities.
Flexibility to adapt to changing business needs and a dynamic work environment.

Responsibilities

Act as the primary point of contact for SME customers, building strong relationships and understanding their needs.
Oversee account opening processes, ensuring compliance with KYC and regulatory standards.
Handle customer inquiries and service requests promptly, providing accurate and friendly assistance.
Coordinate with internal teams to resolve customer issues and ensure timely resolution.
Monitor and maintain high levels of customer satisfaction through regular feedback and service quality assessments.
Ensure compliance with bank policies, AML regulations, and risk management controls.
Stay updated with industry trends and best practices to enhance service delivery and customer experience.
Lead and motivate a team of customer service professionals, providing guidance and support.
Collaborate with other departments to improve cross-functional processes and enhance overall customer journey.