oracle
Client Services Manager - Private Banking CSM
Mashreq
UAE
Full-time
Senior · 10+ years experience
Onsite
Discovered 2 weeks ago
Free
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Responsibilities
- Complete re-engineering of the CSO team, client services units, while identifying proper capacity and utilizing all staff strengths.
- Work closely with SFA/FA and Unit Heads to identify desired service levels.
- Represent Private Banking in liaising with audit for operational issues/ working with SFA/FA in rectifying all audit objections and queries.
- Lead Projects as required to improve overall client services including establishing privileged client handling in Branches , Mashreq Gold Centres, remote offices and other client service points including direct phone services
- Standardise and manage the overall service quality at all Private Banking locations, and client touch points, including establishing priority service at call centre (CSU).
- Monitor, supervise and continuously train new and existing CSO's.
- Work closely with all operational and credit departments to ensure a seamless customer experience.
- Create and monitor all service level agreements identifying any gaps and formulate solutions.
- Ensure effective handling of customer complaints for Private Banking Clients.
- Monitor customer feedback to ensure Private Banking standards are met at all levels.
- Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required.
- Conduct overview of operational functions ensuring strict adherence to AML, SOPs and local Central Bank policies. Enhance controls where needed to manage operational risks.
- Carry out regular checks on security items, as well as documentation as a pre-audit check to ensure adherence to policies as well as identify gaps.
- Ensure excellent quality of KYC is maintained on all Private Banking clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis.
Qualifications
- Jobholder shall be a graduate with 10 years experience in banking/ service industry.
- Jobholder must have good negotiation, leadership, decision making and superior interpersonal skills.
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