Lead - Private Banking Services

at  Emirates NBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion. At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

SKILLS AND EXPERIENCE

• In depth knowledge of basic banking products, services, and processes.
• Knowledge of Investment products, IPOs, portfolio management, trading, and settlements.
• Minimum CISI – IISI (level 2) certification.
• Detailed understanding of Compliance, Due Diligence and Anti-Money Laundering regulations.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.

• Oversee the front office service team for Private Banking. ensure the team provides the highest level of customer service.
• Ensure Timely execution and completion of day-to-day banking operations by the team.
• Review and ensure service quality standards and customer confidentiality are maintained within the team.
• Ensure policies and procedures are known and followed within the team.
• Maintain zero escalation in CRM complaints for Private Banking Service.
• Review and perform system upgrade UATs and enhancements, coordinating with WM Ops on projects.
• End to end handling of Security items (Cheque book, Cards, MC, etc).
• Identify and implement process gaps to improve process journey for internal and external customers, including forms update.
• End to end process of CSAT, including internal communication, finalizing the scores with marketing.
• Collaborate with other leads and stakeholders to resolve service issues and ensure customer satisfaction.
• Regularly monitor service metrics to identify areas of improvement.