Job Description

The Manager, Client Services is responsible for assisting the Elite Banking business segments with daily operational matters as well as providing a high level of customer service to new and existing clients. The Manager, Client Services will be embedded with the Sales Team, however they are independent from the Sales function and managed by the Head of Elite Client Support to ensure standardization of services rendered to the front line across all Manager, Client Services. The role is also to convey to the Quality Assurance Team process gaps, opportunities to reduce turnaround time to increase efficiency, reduce errors, and enhance controls. This is a fast-paced, office-based working environment with persistent pressure to meet deadlines and handle multiple assignments at any given time. The Manager, Client Services must: Be a highly motivated individual with good interpersonal and communication skills (multi-lingual being an advantage). Demonstrate high levels of professional discretion and work ethics as well as having the ability to handle difficult situations/clients in a calm positive manner. Demonstrate a willingness for personal development through ongoing internal and external training programs. Adhere to the Banks timings and work structure. Generic and Job Specific Accountabilities: Provide high quality & unbiased service to all clients assigned to the RM either by phone, emails, or in person in relation to any query or request they have. Client point of contact in the absence of the RM. Provide assistance to the RM's in opening and closing accounts, performing necessary compliance and KYC checks, and ensuring error-free submissions. Follow up with clients for remediation (documents only) of existing accounts, achieving this within the required timeframe, with the ability to escalate concerns and errors in documentation to the functional manager. Process all clients Transfers/Remittances/FD/FX deals etc. within agreed TAT as per SLA agreements. Obtain special rates and track from end-to-end for successful completion. Generate monthly MIS reports to be escalated to the Line Manager and Quality Assurance to identify delays and enhance the process. Ensure RFT (Right First Time) for all submissions. Coordinate with Investment desk, TED, AMO, Custody, and Securities for all Investment trades for end-to-end follow-up. Escalate monthly MIS on turnaround time with the respective business units to the Line Manager and Quality Assurance team. Perform signature verification checks and make call backs as per requirement (if permitted by TL). Liaise with internal stakeholders for any follow-ups. Liaise with international branches as and when required (if applicable). Provide clients with updated bank and portfolio statements. Provide MIS on the volume of requests to the Line Manager and Quality Assurance. Promptly follow-up and deliver security items e.g. Debit/Credit cards, cheque books, returned cheques. Ensure proper registration and storage of the same. Update relevant registers and escalate exceptions to the Line Manager. Log and continuously follow-up on all customer complaints in the CMS system within the TAT to ensure customer satisfaction. Share monthly MIS with management to monitor and identify any customer complaint trends for corrective action recommendations. Update and monitor all trackers daily/weekly/monthly and ensure correct registration of any documents received from clients to maintain audit flow. Attend internal/external training as required for business needs as well as personal development. Monitor and escalate the ICCS system for the relevant department as requested. Assist in mentoring and training other staff whenever possible. Provide cover during leave periods for colleagues. Strict adherence to Banks policies and procedures, compliance, and regulatory requirements. Zero unsatisfactory comments from audit. Complete and timely cooperation with any requests from audit or compliance. Willingness to move from segment to segment as per management request. Any other additional tasks as assigned by management. Qualifications Good understanding of banking products and services. University degree in business/economics/marketing or a minimum of 3 years work experience in a similar field. Ability to work in a team and develop professional relationships at all levels. Excellent interpersonal skills, creative, and a self-starter. Good English language skills, both written and spoken, coupled with Arabic would be an advantage. Strong technology skills. #J-18808-Ljbffr