Client Services Manager - Private Banking CSM

Mashreq is hiring a Client Services Manager - Private Banking CSM. Level rates it ; you can apply on Mashreq.

Level's read on this job

Level rates this customer service role Little AI ●○○○: aI is not part of the work.
Level classes it as a senior role.
Mashreq has 399 other open roles on Level.
Posted in the last few days.

AI in this role

To standardise and manage the overall service and operational quality across the entire Private Banking Division, ensuring adherence to banks policies, SOP's and compliance with regulations at all levels. To create, negotiate, implement and monitor the success of all SLA's with all partnersManagement all Client service officers and ensure proper levels of service.

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.

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

How we rate this

Client Services Manager - Private Banking CSM at Mashreq rates 37 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.