Client Service Manager, UAE Nationals preferred)

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Standard Chartered Bank
Dubai, United Arab Emirates
Employment Type:
Full time
Retail Banking
Sub Sector:
Position Type:
Job Reference:
Date Added:

Job Description

The Role Responsibilities

Customer Service

  • Drive a culture of complete adherence to local and international service standards for affluent customer segment.
  • Ensure all points of customer contact practice service excellence in handling staff issues, complaints, etc.
  • Handling staff complaints effectively and ensure complete customer satisfaction.
  • Ensure 90% of client instructions meet Priority & International Banking TAT's as mentioned in the SLA between Operations and Premium Banking
  • Ensure all complaints to be resolved within 24 hours.
  • Ensure all complaints and negative feedback is logged in the system immediately upon notice.
  • Manage staff satisfaction surveys
  • Ensure accuracy of the account opening process.
  • Identify service gaps, repetitive complaints.
  • Conduct staff visits as required.
  • Respond to client Query /RM queries in a timely fashion.
  • Verify documentation for accuracy.
  • Ensure error free checking and avoid any financial losses to the bank.
  • Follow up, monitor and review credit facilities on time and as per agreed standards.
  • Provide support to Priority & International Banking sales team and ensure timelines are met.

Compliance & Risk :

  • Ensure compliance to policies pertaining to customer diligence, data confidentiality.
  • Ensure full awareness of all policies and procedures issued in relation to service, operational risk and Service.
  • Ensure the team read, understand and comply with all provisions of the Group Code of Conduct.
  • Ensure appropriate internal controls and procedures for money laundering prevention are in place and functioning as intended. Where appropriate, assist in the investigation of financial crime risks.
  • To ensure total compliance with laid down norms in terms of compliance risk, credit policy, documentation, operational risk and other Group / Regulatory control Standards
  • Ensure CDD/AML updates, proper zero error documentation.
  • Update the systems, adhering to the contact Management Plan.
  • Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and CDD.
  • Ensure compliance with the above policies on an ongoing basis and report any suspicious transaction immediately to the supervising officer.
  • Ensure full awareness of all policies related to operational risk, sales processes, anti-mis-selling, etc.
  • Read, understand and comply with all provisions of the Group Code of Conduct

Apply now to join the Bank for those with big career ambitions.