Head Client Service Unit - Private Banking - UAEN Only

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 updation 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 cross-sell from CSMs for deposit acquisition, FX and other focus areas as may emerge from time to time