Client Services Manager - Private Banking CSM

Mashreq
United Arab Emirates
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditExperience: 10+ yearsSkills: ["Negotiation","Leadership","Decision-making","Interpersonal skills","Customer orientation","Writing skills","Team building"]

Lead and standardize Private Banking client services across branches, Mashreq Gold Centres, remote offices, and other touchpoints. Partner with SFA/FA and unit heads to define service levels, improve service quality, manage SLAs, and ensure seamless customer experience. Supervise and train client services officers, handle complaints and customer feedback, and oversee operational functions with strict adherence to AML/SOPs and local Central Bank policies while maintaining high KYC quality.

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FursaFursa
Mashreq
Mashreq
4 days ago

Client Services Manager - Private Banking CSM

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead and standardize Private Banking client services across branches, Mashreq Gold Centres, remote offices, and other touchpoints. Partner with SFA/FA and unit heads to define service levels, improve service quality, manage SLAs, and ensure seamless customer experience. Supervise and train client services officers, handle complaints and customer feedback, and oversee operational functions with strict adherence to AML/SOPs and local Central Bank policies while maintaining high KYC quality.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Manager level

Key Responsibilities

  • •Re-engineer the CSO team and client services units, identifying proper capacity and leveraging staff strengths.
  • •Work with SFA/FA and unit heads to identify desired service levels and improve overall client services.
  • •Lead projects to improve client services, including privileged client handling and establishing priority service at the call centre (CSU).
  • •Monitor, supervise, and continuously train new and existing CSOs to ensure service standards.
  • •Create, negotiate, implement, and monitor SLAs; manage customer complaints and feedback; ensure adherence to AML, SOPs, local Central Bank policies, and maintain excellent KYC quality.

Key Requirements

  • •Graduate with 10 years experience in banking/service industry.
  • •Strong negotiation, leadership, decision-making, and superior interpersonal skills.
  • •Excellent command of spoken English and excellent writing skills.
  • •Expert in running service units with good team-building skills.
  • •Strong customer orientation and familiarity with local regulations/business environment.
Experience:10+ yearsBankingService industry
Skills:NegotiationLeadershipDecision-makingInterpersonal skillsCustomer orientationWriting skillsTeam building
Languages:English

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
Glassdoor
Glassdoor: 3.3
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