Client Care Manager (Saudi Nationals)

SSC HR Solutions; Riyad Al Khabra; On-site; SAR 48,000 - 120,000; Full time

Job summary

A financial services consulting firm is seeking a Client Care Manager to lead the Client Care Team. This role involves managing client inquiries, resolving issues, and enhancing the client experience while ensuring compliance with CMA regulations. The ideal candidate should have over 8 years of experience in client care and possess a CME-1 Certification.

Qualifications

• Minimum of 8 years in client care, customer service, or related roles, preferably in financial services.
• Proven ability to manage complex client relationships.
• Deep understanding of Saudi Arabia's regulatory landscape, including CMA regulations.
• CME-1 Certification required.

Responsibilities

• Lead & manage client calls, ensuring prompt and accurate responses.
• Collaborate with RMs for accurate account openings.
• Supervise due diligence in accordance with KYC policies.
• Analyze current processes to identify inefficiencies.
• Comply with information security policies.

Skills

Exceptional customer service skills

Strong problem-solving abilities

Excellent communication skills

Attention to detail

Ability to multitask

Proficiency in spoken and written English

Education

Bachelor’s degree in finance, Business Administration, Economics, or related field

Job description

Our client is seeking a Client Care Manager to lead the Client Care Team, ensuring exceptional service and support for clients. This role involves managing client inquiries, resolving issues, and enhancing the overall client experience while ensuring compliance with regulatory standards set by the Capital Market Authority. The Manager will also mentor team members and drive process improvements.

KEY RESPONSIBILITIES

1. Client Interaction Management

• Lead & manage client calls, ensuring prompt and accurate responses to inquiries and concerns.
• Facilitate clear and open communication between clients and the company, ensuring timely and accurate responses.
• Implement structured processes for managing escalated client issues, ensuring timely resolutions and high client satisfaction.

2. Client Accounts Management

• Collaborate with Relationship Managers (RMs) to ensure accurate and timely account openings, overseeing documentation collection and verification.
• Establish and enforce a comprehensive checklist of required documentation for account openings.
• Review client documents for authenticity and compliance with regulatory standards.
• Maintain organized records of all client documentation for audits and compliance.
• Conduct training sessions for junior staff on documentation requirements and account opening procedures.

3. Due Diligence and Compliance

• Supervise client care team and RMs in conducting comprehensive due diligence in accordance with KYC policies.
• Provide training on compliance standards and KYC policies.
• Ensure all client interactions comply with regulatory and internal standards.
• Stay updated on regulatory changes and industry best practices.

4. Process Improvement

• Analyze current processes to identify inefficiencies and areas for enhancement.
• Develop and implement best practices and standardized procedures.
• Train team members on updated processes.
• Collaborate with other departments to streamline inter-departmental processes.

5. Information Security

• Comply with information security policies and procedures.
• Ensure confidentiality, integrity, and availability of information.
• Protect organizational assets against compromise.
• Comply with data protection and intellectual property laws in KSA.

Requirements

Qualifications

• Bachelor’s degree in finance, Business Administration, Economics, or related field.

Certifications

• CME-1 Certification required.

Experience

• Minimum of 8 years in client care, customer service, or related roles, preferably in financial services.
• Proven ability to manage complex client relationships.
• Deep understanding of Saudi Arabia's regulatory landscape, including CMA regulations.

Competencies

• Exceptional customer service skills.
• Strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills.
• Attention to detail and quality focus.
• Ability to multitask in a fast-paced environment.
• Proficiency in spoken and written English.

Internal & External Communication

• Engage regularly with RMs, Head of Business Development, and other departments to ensure cohesive client service.

Note

• This is a partial list of duties; additional tasks may be assigned as needed to meet business objectives.
• KPIs will be implemented upon acceptance.