Client Service Manager-2200020274

Job Description

Client Service Manager - (2200020274)Job: Retail BankingPrimary Location: Africa & Middle East-United Arab Emirates-DubaiSchedule: Full-timeEmployee Status: PermanentPosting Date: 02/Aug/2022, 7:01:46 AMUnposting Date: 16/Aug/2022, 10:59:00 PMJob SummaryResponsibilitiesStrategyTo ensure expected level of customer service is provided to Priority banking clients. Work collaboratively with internal specialists and Associate Director?s to provide appropriate banking services and solutions to meet client?s needs.BusinessJob Duties

• Drive a culture of complete adherence to local and international service standards for affluent customer segment.
• Liaise with the relationship managers locally & internationally to work with overseas clients keeping in view the cross-border guidelines.
• Maintaining sound client relations by ensuring that their concerns and complaints are addressed by the client service staff in a timely and efficient manner.
• Analyze feedback (compliment, complaint and suggestion) by clients and accordingly modify policies & processes to improve services being provided.
• Planning, developing, administering and regularly reviewing client service policies & processes while complying with the local central bank regulations.
• Managing and motivating the team members to ensure their continuous professional development.
• Direct the team members as per the modified policies & procedures to ensure that the team performance is enhanced & a standardized level of client service is achieved.
• Liaise with each department of the organization (Admin, Business, HR, and Finance & Sales) to understand the basic assistance required when related to client service.
• Ensure efficient & effective operations.
• Ensure all complaints and negative feedback is logged in CEMS immediately upon notice.
• Ensure accuracy of account opening process for Priority banking staff with 98% accuracy.
• Preparing training module for client service staff and conduct staff orientation.
• Ensure all non-critical/quick kill complaints to be resolved within 24 hours.
• Conducting information sessions for the client service staff to update them about changes in policies & processes and also to keep them updated with their product knowledge.
• Ensure error free checking and avoid any financial losses to the bank.

Processes

• Ensure compliance of laid down process and procedures.
• Facilitate and Implement work process improvements.
• To ensure compliance with Global Process Standards on Customer Data Confidentiality.
• Focus on leading customer service engagement, developing and reviewing customer service policies, procedures and standards.

Risk Management

• Ensure KYC/AML updates, proper zero error documentation.
• Updating the C ? Manager, adhering to the Contact Management Plan.
• Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
• Ensure compliance with the above policies on an ongoing basis and reported any suspicious transaction immediately to the supervising officer.
• Ensure full awareness of all policies relating to operational risk, sales processes, anti-misselling, etc and comply with the same.
• Read, understand and comply with all provisions of the Group Code of Conduct.

Governance

• To be able to detect any suspicious transactions, Money laundering, forgeries etc
• Highest compliance with reference to Anti Bribery, Anti Money Laundering & Combating Financial Crime Risk procedures.
• Ensure all GPS standards are followed and adhered.

Regulatory & Business Conduct

• Good knowledge groups policies, standards, local regulations and legislations of the prevention of money laundering and adherence to group code of conduct.

Key stakeholdersInternal:

• Head, Client Acquisition & Client Relationships
• Head of Priority Banking, UAE
• Senior Associate Director & Unit Head (Team Manager).
• Senior Associate Director and Associate Director
• Investment PRB and Wealth Management- OPS
• Cash Management Operations - CMO
• Operations liability, Assets team and Products / segments.
• Country Money Laundering Preventing Officer
• Legal & Compliance

Phone Banking/Call centre.External:

• Existing and Prospective Customers - for Acquisition and retention of business

Other Responsibilities

• Ability to maintain a highly decent professional environment in the Priority Centre.
• Educate Clients on using of other delivery channels.

Keyskills :