VP, Head of Client Services
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Key skills for this role
About the Role
First Abu Dhabi Bank (FAB) seeks a VP, Head of Client Services for its Asset Management division in Abu Dhabi. The role involves acting as primary client contact, coordinating onboarding and reporting, and collaborating with teams to ensure service excellence.
Key Skills for This Role
Responsibilities
- Act as the primary point of contact for FAB AM clients, managing day to day inquiries and ensuring delivery of a high standard of service across all touchpoints.
- Coordinate client onboarding, account maintenance, and reporting processes to ensure seamless experience and adherence to FAB AM service standards.
- Collaborate with Relationship Managers, Portfolio Managers, and Operations teams to resolve client requests and ensure service level agreements are consistently met.
- Monitor client satisfaction metrics and proactively identify opportunities to enhance service delivery and strengthen client relationships.
- Manage client queries, instructions, and documentation with accuracy and efficiency.
- Ensure timely and accurate delivery of reports, statements, and account updates.
- Escalate complex cases to relevant teams and follow up on resolution.
- Contribute to continuous improvement initiatives to enhance overall client experience.
Requirements
- 10 15 Years of Experience in client servicing and relationship support, client onboarding and KYC, service KPIs and SLA tracking, client query and issue management, CRM and client data maintenance.
- Strong interpersonal and communication skills with a client centric mindset.
- Deep understanding of asset management products, operational processes, and client lifecycle management.
- Proven ability to manage multiple client relationships and deliver under pressure.
- Attention to detail, problem solving orientation, and commitment to service excellence.
Full Job Posting
Job Summary / Introduction
- Act as the primary point of contact for FAB AM clients, managing day to day inquiries and ensuring delivery of a high standard of service across all touchpoints.
- Coordinate client onboarding, account maintenance, and reporting processes to ensure seamless experience and adherence to FAB AM service standards.
- Collaborate with Relationship Managers, Portfolio Managers, and Operations teams to resolve client requests and ensure service level agreements are consistently met.
- Monitor client satisfaction metrics and proactively identify opportunities to enhance service delivery and strengthen client relationships.
- Live and demonstrate the FAB AM values.
Key Responsibilities
- Strong interpersonal and communication skills with a client centric mindset.
- Deep understanding of asset management products, operational processes, and client lifecycle management.
- Proven ability to manage multiple client relationships and deliver under pressure.
- Attention to detail, problem solving orientation, and commitment to service excellence
- Manage client queries, instructions, and documentation with accuracy and efficiency
- Ensure timely and accurate delivery of reports, statements, and account updates
- Escalate complex cases to relevant teams and follow up on resolution
- Contribute to continuous improvement initiatives to enhance overall client experience
Requirements / Qualifications
- Client servicing and relationship support
- Client onboarding and KYC
- Service KPIs and SLA tracking
- Client query and issue management
- CRM and client data maintenance
- 10 15 Years of Experience
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