SME Banking Client Experience Leader

Mashreqbank PSC; United Arab Emirates; On-site; AED 180,000 - 300,000; Full time

Job summary

MashreqBank is seeking a Client Services Manager for our RBU - Muraqabat Branch. You will lead SME client service delivery, manage account maintenance, and ensure regulatory compliance while driving service excellence.

In this role, you will supervise a team of customer service professionals, coordinate with internal departments, and strive for high customer satisfaction through proactive issue resolution and continuous process improvements.

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.

Skills

Customer service

Relationship management

Team leadership

Regulatory compliance

Communication

Analytical thinking

Education

Bachelor's degree in Business, Finance

Tools

Banking software

CRM systems

Job description

MashreqBank is seeking a Client Services Manager for our RBU - Muraqabat Branch. You will lead SME client service delivery, manage account maintenance, and ensure regulatory compliance while driving service excellence.

In this role, you will supervise a team of customer service professionals, coordinate with internal departments, and strive for high customer satisfaction through proactive issue resolution and continuous process improvements.