Clients Care Manager

SSC HR Solutions; Saudi Arabia; On-site; SAR 120,000 - 160,000; Full time

Job summary

A leading human resources consultancy in Saudi Arabia is seeking a Client Care Manager to lead the Client Care Team. The successful candidate will manage client interactions, ensure compliance with regulations, and drive process improvements. This role requires a Bachelor's degree and at least 8 years of experience in client care within the financial services sector. Exceptional customer service and communication skills are essential for success in this position.

Qualifications

• Minimum of 8 years of experience in client care, customer service, or related roles.
• Proven track record in managing complex client relationships and resolving issues.
• In-depth understanding of the regulatory landscape in Saudi Arabia.

Responsibilities

• Lead & manage client calls for prompt responses.
• Collaborate with Relationship Managers for account openings.
• Supervise due diligence in line with KYC policies.
• Analyze client account management processes for efficiencies.
• Comply with information security policies relevant to the role.

Skills

Exceptional Customer Service Skills

Strong Problem-Solving and Decision-Making Abilities

Excellent Communication and Interpersonal Skills

Attention to Detail and Quality Focus

Ability to Multi-task in a Fast-Paced Environment

Excellent command of Spoken and Written English Language

Education

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

CME-1 Certification

Job description

Our client is looking for a Client Care Manager who can serve as a leader within the Client Care Team, ensuring exceptional service and support for clients. This role is responsible for managing client inquiries, resolving issues, and enhancing the overall client experience while maintaining compliance with regulatory standards set by the Capital Market Authority. The Manager will 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 lines of communication between clients and the company, ensuring all inquiries and concerns are addressed promptly and accurately.
   • Implement a structured process for managing escalated client issues, ensuring timely resolutions while maintaining a high level of client satisfaction and trust.
2. Client Accounts Management
   • Lead collaboration efforts with Relationship Managers (RMs) to ensure accurate and timely account openings.
   • Enforce & establish a comprehensive checklist of required documentation for account openings, ensuring all necessary forms are completed and signed.
   • Conduct thorough reviews of client documents to verify authenticity and ensure compliance with regulatory standards.
   • Maintain organized records of all client documentation, ensuring easy retrieval for audits and compliance checks.
   • Conduct comprehensive training sessions for junior staff on documentation requirements and account opening procedures.
3. Due Diligence and Compliance
   • Supervise the efforts of Client care team and Relationship Managers (RMs) in conducting comprehensive due diligence searches in accordance with KYC policies.
   • Provide training and support to team members on compliance standards and KYC policies.
   • Ensure compliance with regulatory requirements and internal standards in all client interactions.
   • Stay updated on regulatory changes and industry best practices to adapt documentation requirements as necessary.
4. Process Improvement
   • Analyze current client account management processes to identify inefficiencies and areas for enhancement.
   • Develop and implement best practices and standardized procedures for account openings and documentation.
   • Conduct training sessions for team members on updated processes and procedures.
   • Collaborate with other departments to streamline inter-departmental processes, enhancing overall efficiency and service delivery for clients.
5. Information Security Obligations
   • Comply with the corporate information security policies & procedures relevant to the role.
   • Preserve confidentiality, integrity, and availability of information.
   • Protect organizational assets against compromise.
   • Comply with Data Protection and Intellectual Property Rights legislation valid in KSA.

JOB SPECIFICATION QUALIFICATION

• Qualification: Bachelor’s degree in finance, Business Administration, Economics, or a related field.
• Certification: CME-1 Certification is required.
• Experience: Minimum of 8 years of experience in client care, customer service, or related roles, preferably within the financial services industry. Proven track record in managing complex client relationships and resolving issues effectively. In-depth understanding of the regulatory landscape in Saudi Arabia, including compliance with 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 Multi-task in a Fast-Paced Environment
  • Excellent command of Spoken and Written English Language
• Internal & External Communication: Regular interaction with RMs, Head of Business Development, and other departments to ensure cohesive client service.

Important Note: The above is a partial list of duties; you may be expected to perform different tasks as necessary, suiting the business need to meet the overall business objectives.

The KPIs will be followed post acceptance.