Client Services Manager.

Mashreq Corporate & Investment Banking Group

Supporting the portfolio of Mashreq Private Banking clients with personalized and standardized service. Supporting the RMs with outbound calling exercise in promoting (non-investment related) campaigns to existing private banking clients through client calls.Providing superior customer service promptly & effectively within acceptable TATs & without compromising on controls.Adherence to Private Banking policies/ procedures & SOPs / ADMs available on the Intranet. Ensure satisfactory audit outcomes.Work closely and effectively with other internal customers / stakeholders. Relationship Management SupportSupport RMs to free up their time & be the first face to the customer for inquires & all service-related activities via any channel.Assist the RMs to conduct proper KYC in order to fulfil the compliance requirement on KYC; ensure client documentation such as overdue KYC, Visa, Passport, Emirates ID, Constitutional documents etc. that are relevant for the KYC reviews are updated on a timely basis.Support RMs in regular liaison with group compliance for discussions pertaining to any escalations; customer onboarding, items pertaining to AML/ KYC/DTRs/RFIs etc.Work on projects as required to enhance overall client experience.Customer ServiceResponsible for servicing all banking needs (such as account opening/ account maintenance/ complaints handling/call backs /dormant/ cheque book / investment/insurance etc.)Generate account statements, Investment portfolios to assist customers on analysis of health of their portfolios.Ensure timely & accurate pre-processing checks for all customer requests & ensuring all transactions have been accurately executed & update of the daily trackers within the unit by adhering to the unit s SOPs, meeting service standards & turnaround time s outlined in SLA.Risk management and GovernanceEnsure error free checking to avoid any financial losses to the bankActively participate and contribute to reduce rejects & referrals on all transactions by accurately performing the preprocessing checks as laid out in the SOPs.Ensure adherence to the KYC checklists & ensure no pending KYCs at your end. Administration & ReportingEnsure all exception reports / outstanding expired client documents are regularized within the approved deadlines.Ensure the inhouse daily trackers at a unit level are updated daily and accurate.Provide regular feedback to LM on improving current processes / service-related issuesEnsure effective handling of customer complaints/inquiries.Drive CRM usage & ensure all customer interactions (complaints, service request excluding EDMS, inquiries, campaign calling etc.) are appropriately & accurately recorded in CRM.Governance and AuditLiaising with operations for operational issues/ working with RMs/ Governance in rectifying all audit objections and queries. Effective implementation of all audit recommendations and procedures as advised by Senior ManagementRefer all matters of non-routine nature to appropriate superiors.Shall be a graduate with 5-7experience in banking / service industry/pleasant personalityMust have good negotiation, decision making and superior interpersonal skills.Good command in spoken English, excellent writing skills & pleasant personality Conversant with local regulations and business environment & very customer orientedAbility to manage difficult situations.