Client Services Manager - Private Banking CSM UAEN Only

Job Description

1

Job Title: Customer Service Manager

Department: RBG Private Banking Division

Reporting Line: Unit Head

Job Number

2

Managing assigned Private Banking client relationships end-to-end to ensure strong engagement, retention, and service excellence.

Owning relationship outcomes, escalations, onboarding quality, NTB submissions, and KYC renewal completion.

Ensuring full adherence to policies, SOPs, ADMs, governance frameworks, and regulatory requirements.

Working closely with Relationship Managers, Compliance, Operations, and internal stakeholders.

This role serves as a development pathway toward the Assistant Relationship Manager (ARM) role.

• Supporting Private Banking clients with personalized and standardized service while adhering to governance and controls. Feeder role to CRM 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.
  
  

3

Dimensions

Operating Expense Budget

NA

Number of Staff

NA

Revenues

Cross sell of Liabilities and FX revenues

Other

Control & Governance Framework, Audit

4

Relationship Management

• Own assigned customer relationships from a servicing and engagement perspective.
• Act as the primary escalation owner for service issues and complaints.
• Ensure NTB welcome calls and periodic ETB engagement.
  
  

NTB Submissions & KYC Renewal

• Own quality, accuracy, and timeliness of NTB submissions.
• Manage KYC renewals end-to-end to ensure zero expired cases.
• Coordinate proactively with clients, RMs, Compliance, and Operations.
  
  

Governance & Audit

• Ensure adherence to AML, KYC, SOPs, ADMs, and governance standards.
• Lead audit responses, RCSA actions, and remediation.
  
  

Team Oversight

• Provide guidance and oversight to Assistant Customer Relationship Managers.
  
  

Relationship Management Support

• Support RMs to free up their time & be the first face to the customer for inquiries & all service-related activities via any channel.
• Assist the RMs to conduct proper KYC 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 Service

• Responsible 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 Governance

• Ensure error free checking to avoid any financial losses to the bank
• Actively participate and contribute to reducing 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 & Reporting

• Ensure all exception reports / outstanding expired client documents are regularized within the deadlines approved.
• Ensure the in-house daily trackers at a unit level are updated daily and accurate.
• Provide regular feedback to LM on improving current processes / service-related issues
• Ensure 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 Audit

• Liaising 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 Management.
• Refer all matters of non-routine nature to appropriate superiors.
  
  

5

Strictly non‑advisory. All advisory matters must be referred to RM.

• To ensure that a consistently high level of customers service is maintained thus contributing positively to the image of the Bank.
• Ensure mail received from both external and internal customers is handled on a timely basis.
• Ensure all filing cabinets / drawers / customer documents are stored & locked at the end of day and all obsolete files / registers are regularly sent for archiving.
• Keep the work area clean and tidy.
  
  

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Problem Solving.

• Raising & escalating issues in real time to the LM with suitable resolution solutions.
• Ensure all exception reports/ outstanding expired client documents are regularised within the approved deadlines.
  
  

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Decision Making Authority & Responsibility.

• Recommend process changes to improve TATs to deliver exceptional customer experience
• Take ownership of customer complaints and handle it till final resolution.
• Take responsibility for closure of all exception reports
• Ensure quality levels and quality of work done for our customers
  
  

8

Knowledge, Skills And Experience.

• Candidate shall be a graduate with 5-7 experience in banking / service industry/pleasant personality
• Must 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 oriented
• Ability to manage difficult situations.
  
  

Job Holder

Date

Line Manager

Date

Approved By

Date

• 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 CSOs.
• 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

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