Manager - Client Services (UAE National)

In line with the UAE Government’s strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success.

We are looking to find the best UAEN talent to join our ENBD family.

Organization Unit Purpose

The client services team in corporate banking supports the corporate relationship team in meeting the expectations of the client and supporting the team in for all client matters with respect to Service and operational requirements. This ensures that Relationship team is focused on revenue generation opportunities and service matters of the clients are managed by the Client Services team.

• The team is first point of contact for customer for service and operational matters. Manage the Client queries
• received directly or referred through coverage to be addressed/resolved
• Establish efficient processes to service the clients resulting in faster TAT, proactive support and satisfied customers
• Liaise with other units of the bank mainly being Tanfeeth operations, Governance team, Group Compliance, Channels and Implementation team to ensure end to end resolution
• The team will be responsible for ensuring client static and dynamic information is updated efficiently across all data users efficiently. This includes but is not limited to consumption of data points for compliance and regulatory information
• Assist the Coverage team with all day to day operational matters, enabling them to focus on direct revenue generating business activities. These include but are not limited to VAT \Account statements, tracking of payments, referrals management, resolutions to client issues, collaboration with channels \ other units to support clients.
• Collaborate between BU Governance for compliance and Coverage to ensure the BU has complied with ongoing requirements.
• Support the BU in collating documentation and resolving any queries, issues with the coverage team The team will be responsible for providing client support by email and handle payment and account maintenance related inquiries and requests from customers.

Job Purpose

The customer service manager supports the head of client services team and coverage team to ensure that all customer related processes, queries, issues & challenges are handled in an efficient and professional manner within the agreed TATs thereby delivering superior service experience to the customers.

This is a high-volume high intensity team and hence a service manager is key to manage and lead the team and deal with client escalations and senior stakeholders within the bank.

The manager also ensures that:

• Services are delivered consistently across teams
• Issues are prioritized in light of the attention required
• Look for opportunities to automate and make the processes efficient
• Proactive customer engagement for pre-empted issues such as major system changes

Job Content

Improved SLA's of client services team

• Monitoring status of all outstanding requests
• Follow-up with Action Owners for timely closure of all pending requests.
• Monitoring of the daily repetitive activities (i.e. A.C. Maintenance, compliance referrals...) to identify any duplication of efforts, quick fixes...etc.
• Resolution of complex customer problems and complaints.
• Develop Periodic MI for team to mark them against the benchmarks and provide information to clients

Stakeholder Engagement

• Working with Internal Stakeholders (primarily Group Operations, Tanfeeth, GOPs, and RD) to support implementation of new initiatives / process changes as and when initiated which impact Client Services
• Periodic meetings with stakeholders to discuss ongoing issues and support matters; track their resolution.
• Liaising between relationship team & Tanfeeth, where transactions are not getting processed timely or are non-standard

Efficiency and Automation

• Deep dive in manual processes and Identify automation opportunities to replace manual and repetitive processes
• Identify technology solutions to be used by client services team to maximize efficiency.
• Develop/implement tools to measure service performance of the team

Process Changes & New Initiatives

• Analyze customer challenges based on team periodic feedback and develop appropriate recommendations to business / segment
• Connecting regularly with RMs to assess their level of involvement in operations & resolve for the same.
• Provide feedback on all such initiatives - keeping the organization's interest of Business in mind
• Providing support / input on all change requests leading to change initiatives also impacting business.
• Prepare the required documents, (e.g. NPPA/PFD) required for processes and activities of CS team and liaising with relevant teams for approvals.

High Level efficiency & compliance

• Monitor & ensure adequate resourcing for all activities at all times. Including the Saturday Roaster, comp off and leaves.
• Identify exceptional processes and ensure they are approved by appropriate units
• Ensure all processes are executed as per documented and approved PFDs/SOPs
• Preparation of periodic reports/MIS on CS team activities, challenges and recommendations to management on service performance improvement
• Review of CS critical processes and identifying gaps as they relate to operational & regulatory risk
• Managing / maintaining a central log of all operational issues / with residual risk and mitigating controls and subsequent corrective action plans
• Reporting the critical issues to C&IB Ops risk forum and senior management - at the appropriate time
• To introduce and manage meaningful ways of evaluating service performance.

Team Management

• Ensure that CS staff are familiar and understands bank's compliance policy as well as responses to be shared with customers in such situations.
• To ensure staff is provided required training on existing and new processes on a continual basis for them to be able to provide the necessary support to customers
• Continuous engagement and motivation of the team

Education

• Degree Education
• Professional Certifications

Experience

• 7-10 years of Banking/Financial Industry experience in a recognized regulated marked
• International Banking Experience
• Experience preferably within C&IB related units
• Knowledge of banking operations in terms of branch & back-office processes

Knowledge & Skills

• Product & Process understanding for Wholesale Banking in general
• Regulatory requirements understanding - within UAE

Behavioral Competencies

• Taking initiatives and proactive.
• Team person
• Self-starter and Independent.
• Assertive and confident.
• Committed to creating a continuous improvement culture within a team and organization.
• Interpersonal abilities to present a business-friendly image to all internal and external stakeholders.

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