Client Services Manager.RBG - MG Client Coverage - DIC.Retail Banking Group

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Mashreq is seeking a Client Services Manager for the RBG DIC Emirati Gold Segment in the UAE, tasked with relationship management across Emirati teams, standardizing client services, and ensuring smooth application flows including account openings. The role serves as the primary contact for customer complaints and carries risk governance duties such as KYC compliance, handling rejects and referrals, and maintaining audit readiness. You will drive SLA adherence, uphold KYC quality, and champion CRM usage while coordinating with Area Managers, Relationship Managers and Product Managers. To apply, tailor your CV to emphasize KYC/AML/FATCA, governance, and measurable service improvements, show cross functional collaboration, and confirm UAE work eligibility and onsite availability.

Relationship management

• Work closely with Regional Area Managers/ Central Team and the Assistant Relationship manager to identify desired service levels. 

• Work on standardize overall client services across all Emirati teams and contribute to developing and implement agreed actions 

• Ensure ARMs smooth flow of all applications and requests including account opening and ownership of discrepant cases from sales channels.
• Be the final direct and indirect point of contact for customer complaints, which will be sourced through branches, RMs or directly from customers.
• Present regular feedback to Product Managers on process / service-related issues.

Risk management and Governance

• Ensure that the ARMS are checking the submitted KYCs and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.
• Manage the Rejects and Referrals on all products sourced by Relationship Managers, by acting as a checker and providing feedback.
• Report the expired and overdue KYC, Visa, Passport, Emirates are updated on a timely basis for the Emirati Segment 

• Represent Emirati Gold Segment in liaising with audit for operational issues/ working with Area Managers in rectifying all audit objections and queries. 

• Ensure excellent quality of KYC is maintained on all Emirati Gold clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis 

• Ensuring to smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required. 

Administration & Reporting

• Ensure that the ARMs are saving the activates and transactions recorded/processed on the system in a timely/accurate manner. 
• Ensure that the ARMs are Assisting the Relationship Manager to conduct proper KYC and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.
• Provide weekly feedback to AMs/ HOMG/HO Emirati Segment on Services Pack  

• Ensure effective handling of customer complaints/inquiries for Emirati Gold Clients.

• Monitor customer feedback to ensure Emirati Gold standards are met at all levels. 

• Drive CRM usage at frontline for respective team, act as CRM champion and ensure all customer interactions (Complaints, Service Request) are appropriately recorded in CRM, check by way of sample. 

  Governance and Audit

• Support Emirati Gold with KYC, FATCA and to have updated client information.
• Ensure implementing all audit recommendations and procedures as advised by Senior Management

• Refer all matters of non-routine nature to appropriate superiors.

   

Area Managers

Handle all customer queries that have been escalated to an Area Manager for intervention, ensure these are logged in CRM and conduct independent investigation and propose to Area Manager course