Global Client Services & Payments Operations Lead

Mashreq; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Mashreq is seeking a Client Service and Operations Oversight professional to provide high-quality client service across regions and time zones, including U.S. off-hours, while coordinating escalations and ensuring regulatory compliance.

You will oversee payments/remittances, SOP maintenance, contingency planning, and continuous process improvements to support audit readiness and customer satisfaction.

Qualifications

• Experience in client service/relationship management in banking.
• Familiarity with payments, remittances, and non-trade activities.
• Ability to analyze exceptions and implement controls.

Responsibilities

• Provide high-quality client service and operational oversight across regions and time zones, including U.S. off-hour coverage.
• Serve as a key point of contact for client escalations, ensuring timely resolution and coordination across internal stakeholders.
• Coordinate time-sensitive and high-priority payment instructions with processing teams to meet deadlines and client expectations.
• Maintain and periodically review SOPs and documenting processes to reflect changes in systems, controls, and regulatory requirements.
• Support contingency and business resiliency procedures for critical activities.
• Participate in contingency, disaster recovery testing and document results, identify gaps, and coordinate remediation.
• Ensure non-trade transactions are handled efficiently and in compliance with policies.
• Ensure policies, procedures, and service delivery standards are met and reflected in audit ratings and customer satisfaction.
• Coordinate with Centralized Operations to ensure funds transfers are executed within established timeframes.
• Serve as checker and owner of account documentation and ensure timely updates.
• Ensure strict compliance with Bank policies and local laws/regulations.
• Establish customer service standards and monitor SLA adherence with HO Centralized Operations.
• Analyze MIS to ensure SDS compliance with SLA.
• Coordinate complaint resolution system to maximize customer satisfaction and response efficiency.
• Identify root causes from errors/complaints/inquiries and implement controls to improve productivity and satisfaction.
• Prepare and implement staff training plans to enhance skills and performance.
• Assist with pre-advices via MT110 for checks/drafts and follow up for missing details.
• Participate in AML committee meetings and provide recommendations on Suspicious Activity Reports.

Skills

Client service excellence

Regulatory compliance

Stakeholder communication

Tools

MT110

Job description

Mashreq is seeking a Client Service and Operations Oversight professional to provide high-quality client service across regions and time zones, including U.S. off-hours, while coordinating escalations and ensuring regulatory compliance.

You will oversee payments/remittances, SOP maintenance, contingency planning, and continuous process improvements to support audit readiness and customer satisfaction.