Global Client Services Lead — Escalations & Payments

Mashreq; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

Mashreq is seeking an experienced Client Service and Operations professional to provide high-quality client service and operational oversight across multiple regions, including U.S. off-hour coverage.

You will serve as the primary contact for client escalations, coordinate with internal teams, and ensure adherence to SOPs, controls, and regulatory requirements. You will manage inquiries, coordinate time-sensitive payments, and contribute to contingency planning and business resiliency exercises,

Qualifications

• Demonstrated experience delivering client service across multiple regions and time zones.
• Ability to manage escalations and coordinate with internal teams to ensure timely resolutions.
• Experience maintaining SOPs, procedures, and regulatory documentation.

Responsibilities

• Manage client inquiries and escalations through resolution, ensuring prioritization and ownership.
• Coordinate time-sensitive payment instructions with processing teams to meet deadlines.
• Maintain and review SOPs, desktop procedures, and supporting documentation.
• Support contingency and business resiliency procedures for critical activities.
• Participate in contingency, disaster recovery testing and document results; coordinate remediation.
• Ensure non-trade transactions are handled efficiently and in compliance.
• Meet delivery standards and audit requirements, reflecting in customer satisfaction.
• Coordinate with Centralized Operations to ensure Funds Transfers are executed on time.
• Serve as checker and owner of account documentation; ensure timely updates.
• Ensure strict compliance with policies and local regulations.
• Establish Customer Service Standards and SLA with HO.
• Analyze MIS to ensure SLA compliance and identify root causes from SDS.
• Coordinate complaint resolution system to maximize customer satisfaction.
• Analyze errors/complaints/inquiries MIS and implement controls to improve productivity.
• Prepare and implement staff training plans to develop skills and career growth.
• Ensure pre-advice via MT110 for checks/drafts; follow up with customers.
• Participate in AML committee meetings with recommendations on SARs.

Skills

Client service

Escalation management

Cross-functional coordination

Regulatory compliance

SLA management

Job description

Mashreq is seeking an experienced Client Service and Operations professional to provide high-quality client service and operational oversight across multiple regions, including U.S. off-hour coverage.

You will serve as the primary contact for client escalations, coordinate with internal teams, and ensure adherence to SOPs, controls, and regulatory requirements. You will manage inquiries, coordinate time-sensitive payments, and contribute to contingency planning and business resiliency exercises,