Manager Client Services Full-time Job

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

Emirates NBD (DFM: Emirates NBD) is a leading banking group in the MENAT (Middle East, North Africa and Turkey) region with a presence in 13 countries, serving over 17 million customers. As at 31st December 2022, total assets were AED 742 billion, (equivalent to approx. USD 202 billion). The Group has operations in the UAE, Egypt, India, Turkey, the Kingdom of Saudi Arabia, Singapore, the United Kingdom, Austria, Germany, Russia and Bahrain and representative offices in China and Indonesia with a total of 879 branches and 4,130 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.6 billion. Emirates NBD Group serves its customers (individuals, businesses, governments, and institutions) and helps them realise their financial objectives through a range of banking products and services including retail banking, corporate and institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. The Group is a key participant in the global digital banking industry with 97% of all financial transactions and requests conducted outside of its branches. The Group also operates Liv., the lifestyle digital bank by Emirates NBD, with close to half a million users, it continues to be the fastest-growing bank in the region.Emirates NBD contributes to the construction of a sustainable future as an active participant and supporter of the UAEs main development and sustainability initiatives, including financial wellness and the inclusion of people of determination. Emirates NBD is also an early supporter to Dubai Can sustainability initiative, a city-wide initiative aimed to reduce use of single-use plastic bottled water.