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Head – Client Service Unit - Private Banking at Mashreq Careers

, , United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

16 Apr, 26

Salary

0.0

Posted On

16 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Service Management, Team Leadership, Process Efficiency, KYC Compliance, Digital Transformation, Client Experience Management, Cross-Selling, Operational Risk Management, Governance, Audit Coordination, Customer Surveys, Stakeholder Communication, SOP Management, TAT Management, Error Management, Client Complaint Resolution

Industry

Banking

Description

The Head of Client Service unit is one of the leadership roles in Private Banking, reporting to the Head of Private Banking. Main purpose of this role is: Handling a team of Customer Service Managers who are tagged to RMs and Clients Acting as an interface between the team and other departments such as Products, Operations, Credit, Contact Center, Digital Squads i.e. Wealth, Mobile & Online Banking, to ensure efficient client experience Bring in efficiency in the process managing TAT, Errors and putting relevant controls Ensure the team is on top of updation of KYC for clients in their portfolio Keep all the SOPs, SLAs & Process notes in place Ensure all forms, collaterals stationeries are updated regularly in physical & digital form Manage all digital journeys which initiates client requests in Face App and EDMS, and strive towards digitizing manual process from time to time Own client experience for the private bank and work closely with the Retail bank’s CX team and be in control of any Client Complaints, NPS and other Customer Surveys Working closely with Governance teams and Audit on onboarding, KYC, Client experience management & Operational risks and controls Driving cross-sell from CSMs for deposit acquisition, FX and other focus areas as may emerge from time to time

Responsibilities

The Head of Client Service Unit oversees a team of Customer Service Managers and acts as a liaison between various departments to enhance client experience. Responsibilities include managing processes, ensuring compliance, and driving cross-sell initiatives.