(UAE Nationals Only) -Assistant Manager- Client Services, Emirati Governance (RBG)
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Key skills for this role
About the Role
Mashreq is seeking an Assistant Manager for Client Services to manage service and operational quality across the Emirati Gold portfolio. The role involves enhancing sales/service, cross-selling bank products, handling customer complaints, and ensuring KYC compliance.
Key Skills for This Role
Responsibilities
- Manage overall service and operational quality across the Emirati Gold portfolio
- Enhance Emirati Gold Sales/Service and promote cross selling of bank products
- Handle customer complaints and inquiries as final point of contact
- Ensure KYC compliance and manage rejects/referrals on products
- Report expired/overdue KYC, Visa, Passport, Emirates for MG Segment
- Drive CRM usage and ensure customer interactions are recorded
- Support audit and implement recommendations
- Strategize to increase alternate channel usage
Requirements
- University graduate preferred
- 3 4 years of banking experience or equivalent
- Thorough knowledge of retail banking products, services, policies, and processes
- Problem solving skills
- Communication skills
- Interpersonal skills
- Ability to work under pressure
- Computer literacy
Full Job Posting
Job Purpose
- To manage the overall service and operational quality across the Emirati Gold portfolio
- Enhance Emirati Gold Sales/Service and promote cross selling of bank products to existing and potential priority clients
Key Result Areas
- Work closely with Regional Area Managers/Central Team and Relationship Manager to identify desired service levels
- Standardize overall client services across all Emirati Gold teams
- Ensure smooth flow of applications and requests including account opening
- Be the final point of contact for customer complaints
- Present regular feedback to Operation Manager and Product Managers on process/service issues
- Ensure ARMS check submitted KYCs and fulfill compliance requirements
- Manage Rejects and Referrals on all products sourced by Relationship Managers
- Report expired and overdue KYC, Visa, Passport, Emirates for MG Segment
- Represent Emirati Gold in liaising with audit for operational issues
- Ensure excellent quality of KYC on all Emirati Gold clients
- Ensure smooth functioning of SLAs and operational standards
- Ensure ARMs save activities and transactions on system in timely/accurate manner
Knowledge, Skills And Experience
- Thorough knowledge of products, services policies and processes of retail banking
- Problem solving skills
- Communication skills
- Interpersonal skills
- Ability to work under pressure
- Computer literacy
- University graduate preferred
- 3 4 years of banking experience or experience in any other field
Operating Environment
- Maintain high level of relationship management customer services
- Contribute to effective training and development of staff if required
- Ensure mail received from teams addressed to processing department is sent on a timely basis
- Ensure all acknowledgements received from processing department are appropriately filed
- Ensure all filing cabinets are locked at end of day and obsolete files are sent for archiving
- Keep work area clean and tidy
Problem Solving
- Deal with unstructured and complex customer problems related to the Bank
- Take ownership of customer problems and handle them till final resolution through coordinating with other partners
Decision Making Authority
- Empowered to take decisions on financial and nonfinancial issues of the customer
- Empowered to put forth recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction
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