Head Client Service Unit - Private Banking CSM

Mashreq

Job Purpose: 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 updating 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 sales from CSMs for deposit acquisition, FX and other focus areas as may emerge from time to time.

Key Result Areas:

• Customer Service: To manage the specialized team of Customer Service Managers, and help resolve complex client issues. Identify Strengths, weaknesses and opportunity to work with every team member with the objective of delivering the best possible client experience. Also acts as senior interface with various other teams such as Products, Operations, Credit, CX, Digital Squads to ensure the highest quality of service there. Drive the team on sales initiatives required from the CSMs particularly in areas of client acquisitions, deposit acquisitions and FX
• Process Efficiency: To bring in efficiency in the team with a goal to digitize every client interaction which does not require any value addition manually. The role takes ownership for conceptualizing and executing initiatives that eliminate manual processes in the business, delivering superior client experience and cost-efficiency. This also involves leveraging the existing tools and system to the fullest. The most important part is to ensure TAT management, Error free processing, RCSA controls and adherence to process.
• KYC: To ensure we demonstrate the values of Know Your Customer , this role provides leadership to CSM team, and takes overall ownership for the KYC policies to ensure KYCs are up to date and CSMs take a proactive approach in completing the Client KYC before time along with the RMs as needed, to keep expired KYC within allowed framework. Also measure and manage the quality of KYC to the highest standards.
• SOPs, SLAs & Process notes: Own, manage and ensure adherence to all SOPs and process notes related to Customer service function, i.e. account opening, maintenance, remittances, KYC etc. and keep track of SLAs with relevant departments, i.e. Operations, CX and Compliance. Ensure Audit readiness for the unit for areas pertaining to service team. Work closely with Governance and Audit on all matters of client experience, Onboarding accounts, KYCs & Risks and controls
• Complaints and Customer Surveys: This role is a member of the Private Banking Leadership team, and participates in shaping the overall strategy of the business, with the aim of establishing Mashreq as the best Private bank in the Region when it comes to Client experience. Maximize Net Promoter Scores (NPS) and RFI scores for Private Banking. Ensure all customer complaints are logged as per process, addressed within TAT and root cause is done along with CX team and Product teams, squads
• Digital Journeys: Ensure constant improvement in the digital KYC journey, working closely with the KYC digital squad and attempt to digitize onboarding process to some extent