Manager- Client Services

Company Description

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

Job Description

The Manager, Client Services is responsible for assisting the Elite Banking business segments with daily operational matters as well as providing high level of customer service to new and existing clients.

The Manager, Client Services will be embedded with the Sales Team, however they are independent from the Sales function and managed by the Head of Elite Client Support to ensure standardization of services rendered to the front line across all Manager, Client Services. The role is also to convey to the Quality Assurance Team process gaps, opportunities to reduce turnaround time to increase efficiency, reduce errors and enhance controls.

This is a fast paced, office based working environment with persistent pressure to meet deadlines and to handle multiple assignments at any given time.

The Manager, Client Services must :

• Be a  highly motivated individual with good interpersonal and communication skills (multi-lingual being an advantage)
• Demonstrate high levels of professional discretion and work ethics as well as having the ability to handle difficult situations/clients in a calm positive manner.
• Demonstrates a willingness for personal development through ongoing internal and external training programs
• Adheres to the Banks timings and work structure
• To support Elite Head and Team Leaders for coordination and administration activities to enable the day-to-day running of Elite unit. 

Generic and Job Specific Accountabilities:

• Provide high quality & unbiased service to all clients assigned to the RM either by phone, emails or in person in relation to any query or request they have. 
• Client point of contact in the absence of the RM.
• Provide assistance to the RM’s in opening and closing accounts. Performs necessary compliance and KYC checks etc. & ensuring error free submissions.  Following up with clients for remediation (documents only) of existing accounts, which has to be achieved within the required timeframe, with the ability to escalate concerns, errors in documentation to the functional manager.
• Process all clients Transfers/Remittances/FD/FX deals etc. within agreed TAT as per SLA agreements. Obtaining special rates and tracking from end-to-end for successful completion. Monthly MIS report will be generated and escalated to Line manager and Quality Assurance to identify delays in order to enhance the process. SSO should ensure RFT ( Right First Time ) for all submissions.
• Coordinate with Investment desk, TED, AMO, Custody, Securities for all Investment trades for end-to-end follow up. Monthly MIS on turnaround time with the respective business units to be escalated to the Line Manager and the Quality Assurance team
• Perform signature verification checks and make call backs as per requirement (if permitted by TL)
• Liaise with internal stakeholders for any follow-ups
• Liaise with international branches as and when required (if applicable)
• Provide clients with updated bank and portfolio statements. MIS on the volume of requests to be provided to the Line Manager and Quality Assurance.
• Prompt follow-up and delivery of security items e.g. Debit/Credit cards, cheque books, returned cheques.  Ensure proper registration and storage of the same. Relevant registers are required to be updated and exceptions to the process is to be escalated to the Line Manager.
• Logging and continuous follow-up of all customer complaints in the CMS system within the TAT to ensure customer satisfaction. Monthly MIS will be shared with management to monitor and identify any customer complaint trends which can be recommended for corrective action.
• Update and monitor all trackers daily/weekly/monthly and ensure correct registration of any documents received from clients to maintain audit flow
• Attend internal/external training as required for business needs as well as personal development
• Monitor and escalate the ICCS system for the relevant department as requested
• Assist in mentoring and training other staff whenever possible
• Provide cover during leave periods  for colleagues
• Strict adherence to Banks policies and procedures, compliance,  and regulatory requirements
• Zero unsatisfactory comments from audit.  Complete  and timely co-operation with any requests from audit or compliance
• Willing to move from segment to segment as per management request.
• Any other additional tasks as assigned by management.

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Qualifications

Job knowledge, Skills and Experience

• Good understanding of banking products and services.
• University degree in business/ economics/ marketing or minimum of 3 years work experience in a similar field
• Ability to work in a team and develop professional relationships over all levels.
• Excellent interpersonal skills, creative and a self-starter.
• Good English language skills, both written and spoken, coupled with Arabic would be an advantage. Strong technology skills.