Manager Client Services Full-time Job

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.

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.

FAB, the UAEs largest bank and one of the worlds largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the banks international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.
To empower its customers and clients to Grow Stronger, FAB is initiating a powerful movement, which goes beyond banking. The Grow Stronger movement represents the banks promise to support its stakeholders goals and growth ambitions, providing ideas, tools and expertise to help them become stronger, today and in the future. Through a strong, diversified balance sheet, leading efficiency and a solid corporate governance structure in place, FAB is set to drive growth forward.