Client Services Manager- PrivateBankingEmiratisation

2 weeks ago

Baladīyat al Ghuwayrīyah, Qatar Mashreq Full time

Position:
Client Services Manager
  • PrivateBanking (Emiratisation) Job Purpose To standardise and manage theoverall service and operational quality across the entire PrivateBanking Division, ensuring adherence to banks policies,SOP's and compliance with regulations at all levels.
Tocreate, negotiate, implement and monitor the success of allSLA's with all partners Management all Client serviceofficers and ensure proper levels of service. Key Result AreasComplete re-engineering of the CSO team, client services units,while identifying proper capacity and utilizing all staffstrengths. Work closely with SFA/FA and Unit Heads to identifydesired service levels. Represent Private Banking in liaising withaudit for operational issues/ working with SFA/FA in rectifying allaudit objections and queries.

Lead Projects as required to improveoverall client services including establishing privileged clienthandling in Branches , Mashreq Gold Centres, remote offices andother client service points including direct phone servicesStandardise and manage the overall service quality at all PrivateBanking locations, and client touch points, including establishingpriority service at call centre (CSU).

Monitor, supervise andcontinuously train new and existing CSO's. Work closelywith all operational and credit departments to ensure a seamlesscustomer experience. Create and monitor all service levelagreements identifying any gaps and formulate solutions. Ensureeffective handling of customer complaints for Private BankingClients. Monitor customer feedback to ensure Private Bankingstandards are met at all levels. Conduct regular reviews for thesmooth functioning of SLAs and operational standards. Initiatenecessary amendments as and when required. Conduct overview ofoperational functions ensuring strict adherence to AML, SOPs andlocal Central Bank policies. Enhance controls where needed tomanage operational risks.

Carry out regular checks on securityitems, as well as documentation as a pre-audit check to ensureadherence to policies as well as identify gaps.

Ensure excellentquality of KYC is maintained on all Private Banking clientsincluding regular annual reviews of turnover and nature oftransactions. Pending reviews to be completed on a project basis.
Knowledge, Skills and Experience Graduate with 10 years experiencein banking/ service industry. Good negotiation, leadership,decision making and superior interpersonal skills. Good command inspoken English with excellent writing skills. Expert in runningservice units with good team building skills. Customer oriented.
Conversant with local regulations and business environment. Shouldhave pleasant personality with ability to manage difficultsituations.

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