Head – Client Service Unit - Private Banking - UAEN Only

Overview

The Head of Client Service unit is one of the leadership roles in Private Banking, reporting to the Head of Private Banking. Main purpose of this role is :

• Handling a team of Customer Service Managers who are tagged to Relationship Managers (RMs) and Clients.
• Acting as an interface between the team and other departments such as Products, Operations, Credit, Contact Center, Digital Squads (Wealth, Mobile & Online Banking) to ensure efficient client experience.
• Bringing efficiency in processes by managing turn-around time (TAT), reducing errors and implementing relevant controls.
• Ensuring the team remains up-to-date on KYC for clients in their portfolio.
• Maintaining all SOPs, SLAs and process notes.
• Ensuring all forms, collateral, and stationery are updated regularly in both physical and digital form.
• Managing all digital journeys that initiate client requests in Face App and EDMS, and driving digitization of manual processes where possible.
• Owning the client experience for the private bank and collaborating with the Retail bank’s CX team; taking control of client complaints, NPS and other customer surveys.
• Working closely with Governance teams and Audit on onboarding, KYC, client experience management and operational risks and controls.
• Driving cross-sell from CSMs for deposits, FX and other focus areas as they emerge from time to time.

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