• Complete re-engineering of the CSO team, client services units, while identifying proper capacity and utilizing all staff strengths.
• Work closely with SFA/FA and Unit Heads to identify desired service levels.
• Represent Private Banking in liaising with audit for operational issues/ working with SFA/FA in rectifying all audit objections and queries.
• Lead Projects as required to improve overall client services including establishing privileged client handling in Branches , Mashreq Gold Centres, remote offices and other client service points including direct phone services
• Standardise and manage the overall service quality at all Private Banking locations, and client touch points, including establishing priority service at call centre (CSU).
• Monitor, supervise and continuously train new and existing CSO's.
• Work closely with all operational and credit departments to ensure a seamless customer experience.
• Create and monitor all service level agreements identifying any gaps and formulate solutions.
• Ensure effective handling of customer complaints for Private Banking Clients.
• Monitor customer feedback to ensure Private Banking standards are met at all levels.
• Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required.
• Conduct overview of operational functions ensuring strict adherence to AML, SOPs and local Central Bank policies. Enhance controls where needed to manage operational risks.
• Carry out regular checks on security items, as well as documentation as a pre-audit check to ensure adherence to policies as well as identify gaps.
• Ensure excellent quality of KYC is maintained on all Private Banking clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis.

Knowledge, skills and experience

• Jobholder shall be a graduate with 10 years experience in banking/ service industry.
• Jobholder must have good negotiation, leadership, decision making and superior interpersonal skills.
• Good command in spoken English with excellent writing skills.
• Expert in running service units with good team building skills.
• Jobholder must be very customer oriented.
• Conversant with local regulations and business environment.
• Should have pleasant personality with ability to manage difficult situations. s
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