Senior Officer Client Services.NY-Operations.41.Operations Group

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

Provide high-quality Client Service and operational oversight across multiple regions and time zones, including U.S. off-hour coverage. Serve as a key point of contact for client escalations, ensuring timely resolution and effective coordination across internal stakeholders. Provide control and oversight of non-trade banking activities, including Account Services, Payments and Remittances, Inward and Outward Clearing, Check Collections, and Cash Letter services, while ensuring adherence to established controls, service standards, and regulatory requirements.

• Manage client inquiries and escalations through resolution, ensuring appropriate prioritization, ownership, follow-up, and communication.
• Coordinate time-sensitive and high-priority payment instructions with relevant processing teams, ensuring critical deadlines and client expectations are appropriately managed.
• Maintain and periodically review Standard Operating Procedures (SOPs), desktop procedures, and supporting documentation to reflect changes in processes, systems, controls, and regulatory requirements.
• Support the development and maintenance of contingency and business resiliency procedures for critical activities.
• Participate in contingency, disaster recovery testing with local schemes, and business resiliency testing; document results, identify gaps, and coordinate required follow-up and remediation.
• Ensure that non-trade transactions viz account services, payments and remittances, check processing etc are handled efficiently and effectively.
• Ensure that policies and procedures and delivery standards are met which ultimately should reflect in a satisfactory audit rating and acceptable level of customers’ satisfaction.
• Coordinate with Centralized Operations Team in Head Office to ensure all incoming and outgoing Funds Transfers are executed within established time frames.
• Serve as checker and owner of all account documentation.
• Ensure that all account documentation is updated on timely basis.
• Ensure strict compliance with the Bank’s Policies and procedures as well as all local laws and regulations.
• Establish Customer Service Standards and obtain SLA from Centralized Operations in HO.
• Analyze SDS MIS received from Centralized Operations in HO to ensure that SDS are in compliance with SLA.
• Coordinate with Centralized Operations in HO ensuring that Complaint Resolution System and culture is set up to respond to inquiries attending/resolving complaints (whenever necessary) to maximize customer satisfaction.
• Analyze Errors/ Complaints/ Inquiries MIS received from Centralized Operations, HO to determine root cause of problems and recommend controls needed to fix the gaps to maximize productivity and customer satisfaction.
• Prepare and ensure implementation of staff training plans to develop their skills and competence to perform assigned tasks accurately as well as efficiently and facilitate their career growth.
• Ensure that pre-advices are received via MT110 for all checks/ drafts drawn by correspondent banks on their accounts. Follow up with the customer to obtain missing details, if any.
• Actively participate in all AML committee meetings providing meaningful recommendations whenever necessary regarding whether to file Suspicious Activity Reports.
• Raise URF for any issues faced in the System(s).
• Conduct testing of new system (s) and/or enhancements in existing systems and provide test results.
• Identify procedural gaps and recommend enhancements to strengthen operational controls, efficiency, and consistency of service.
• Monitor outstanding client requests, processing exceptions, and service issues, escalating matters requiring additional intervention or management attention.
• To ensure implementation of the Bank’s approved policies with efficient and accurate maintenance of records for production of MIS, Regulatory and other requirements.
• Use of best judgment in handling/processing of Collections, Remittances, Clearing Items and to interpret the situation and handle complex/odd cases.
• Manage the flow of work volume to comply with delivery standards vs banking hours.
• Take care of Business Group commitments to the customers and maintain adequate level of control simultaneously.
• Finding ways/solutions with customers/branches in cases of wrong payments or debits/credits.