Head – Client Service Unit – Private Banking CSM (UAE National Only)

المسمى الوظيفي

411_2960340

Head – Client Service Unit – Private Banking CSM (UAE National Only)

Join to apply for the Head – Client Service Unit – Private Banking CSM (UAE National Only) role at Mashreq Corporate & Investment Banking Group

Job Purpose

يعد برنامج Head of Client Service unit is a leadership role in Private Banking. Main purpose of this role is to handle a team of Customer Service Managers tagged to RMs and Clients and act as an interface between the team and other departments such as Products, Operations, Credit, Contact Center, Digital Squads to ensure efficient client experience.

Key Result Areas

• Customer Service: manage the specialized team of Customer Service Managers and help resolve complex client issues. Identify strengths, weaknesses and opportunities to work with every team member with the objective of delivering the best possible client experience.
• Process Efficiency: bring in efficiency in the team with a goal to digitize every client interaction which does not require any value addition manually. Own and execute initiatives that eliminate manual processes in the business, delivering superior client experience and cost-efficiency.
• KYC: ensure KYC policies are up to date, CSMs take a proactive approach in completing the client KYC before time along with the RMs as needed, keep expired KYC within allowed framework and 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 and keep track of SLAs with relevant departments. Ensure audit readiness for the unit.
• Complaints and Customer Surveys: maximize NPS and RFI scores for Private Banking and ensure all customer complaints are logged as per process, addressed within TAT and root cause is done along with CX team and product teams.
• 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.

Knowledge, Skills & Experience

• Graduate with a minimum of 12+ years of experience, ideally in similar roles in relationship-based Banking in the UAE.
• Hands‑on experience in managing Customer Service teams & KYC for Private/Wealth clients.
• Sound understanding of AML, Compliance, Ops risks, policies and market practices.
• Reasonable understanding of the Private client behavior and typical wealth products.
• Experience in measuring and improving customer service quality and a passion for enhancing customer experience.
• Excellent communication skills with a high degree of comfort in speaking with senior leaders.
• High energy and passionate outlook.
• Excellent people management skills and ability to build trust and rapport with partners.

Seniority level

تنفيذي

Employment type

Full‑time

Job function

Other

Industries

Banking

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2025-12-17 08:16:40