Client Services Manager, Business Banking.RBU - Burjuman - Dubai - BB Customer Service & Quality.Retail Banking Group

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Mashreq is hiring a Client Services Manager for Business Banking in Burjuman Dubai to manage walk-in SME client needs, minimize SE Account Manager involvement in operations, and own maintenance tasks including KYC and AML compliance, while acting as the single point of contact for escalated complaints and driving cross-sell referrals through the SE Account Manager. You’ll support SME RM in branches, handle all walk-in SME and CIBG interactions, resolve issues quickly via CRM, and coordinate with CPC, OPS, Compliance and Credit Ops to keep documentation up to date. Requirements: 5+ years in banking sales/service, excellent communication, graduate, positive attitude, strong ethics and teamwork. Apply by highlighting KYC/AML, CRM, complaint resolution, and cross-selling results with concrete metrics and UAE on-site experience.

• Managing service needs of walk-in SME customers. To ensure that SE Account Manager’s involvement in operational issues is brought to minimum level
• Execution of maintenance activities including KYC handling and Compliance related activities and exception handling
• To ensure ‘superior customer service’ delivery and being the single point of contact for SE AM’s handling all escalated and complex customer complaints effectively in a timely manner
• Maximize cross-sell opportunities by referring the leads to the SE Account Manager

• Assist the SME relationship management team in the branches in maintaining and developing both existing and prospective relationships.
• Provide full customer service and handling of all the walk-in SME customers’ + CIBG customers covering all the maintenance activities and complaints handling, thereby, ensuring minimum involvement of SE AM’s in operational & service related issues.
• Resolve all customer complaints as quick kills using CRM and follow up on reversals and waivers as per the delegation matrix.
• Explore potential cross-sell opportunities from existing portfolio of customers & refer / assist the Relationship Management Team in closure of the leads through CRM.
• Liaise regularly with various departments (e.g. CPC, FTC, OPS, Compliance, Credit Ops…etc) within the bank and entertaining requests and enquiries pertaining to Cheque Clearing and other transactions and/ or documentation.
• Assist the SE AM in ensuring all documentation is up to standard and up to date and ensuring that MER exception items are kept to a minimum.
• Adhere to all policies with regard to KYC/ AML as set out by the bank from time to time.

• Update line manager on daily business activities for better controls.

• Update all customer interactions on CRM.

• Handles all allocated functions with strict adherence to set processes.

• Enhance usage of Alternate Delivery channel.

• Assists RMs in conducting day to day transitions.

• Timely resolution of MER cases in transactions, Account Opening & all maintenance activities.

• Conducting on-site visit to Micro segment customers for any compliance/other units related queries, if required

• Handling of defined branch retention process for Early Settlement of SME Loans as well as Attrition process for SME Business Current Accounts.

• Banking Sales & Service experience 
• Excellent communication and objection handling skills.
• At least 5 years+ relevant banking experience in local or international market
• Graduate 
• Positive attitude, strong work ethics & good team player.

As per the organization’s competency framework, the job holder needs to possess minimum level of competencies  as mentioned below.

1. Customer Focus 
2. Commitment to results 
3. Interpersonal Relationships 
4. Attention to details & quality