Assistant Manager Client Service
Job description / Role
Employment: Full Time
Job description
In line with the UAE Government's strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success.
We are looking to find the best UAE national talent to join our ENBD family.
Organization unit purpose
The client services team in corporate banking supports the corporate relationship team in meeting the expectations of the client and supporting the team for all client matters with respect to service and operational related requirements. This ensures that the relationship team is focused on revenue generation opportunities and service matters of the clients are managed by the client services team.
The team is the point of contact for all corporate customers and provides end-to-end service for all operational related matters. The team also manages the client queries received directly or referred through coverage to be addressed or resolved.
The team is responsible to ensure the following:
- Establish efficient processes to service the clients resulting in faster turnaround time, proactive support and satisfied customers.
- Liaise with other units of the bank mainly being trade, Tanfeeth operations, governance team, group compliance, channels and implementation team to ensure end-to-end resolution.
- Ensure client static and dynamic information is updated efficiently across all data users. This includes but is not limited to consumption of data points for compliance and regulatory information.
- Full support to the coverage team with all day-to-day operational matters, enabling them to focus on direct revenue generating business activities. This includes but is not limited to VAT, account statements, tracking of payments, referrals management, resolutions to client issues, collaboration with channels and 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 all queries and issues with the coverage team.
- Communicate with clients via email and phone and provide support for managing payments and account maintenance related inquiries and requests.
Job purpose
The customer service Assistant Manager supports the Relationship Managers - coverage team to ensure that all customer related processes, queries, issues and challenges are handled in an efficient and professional manner within the agreed turnaround times thereby delivering superior service experience to the customers.
This is a high volume, high intensity team and an experienced, qualified Assistant Manager is key to manage and deal with client queries, escalations and stakeholders within the bank.
The Assistant Manager also ensures that:
- Services are delivered consistently to clients.
- Issues are prioritized in light of the attention required.
- Identify opportunities to automate and make the processes efficient.
- Proactive customer engagement for pre-empted issues such as major system changes.
- Ensure customers' operational needs and requirements are timely addressed.
- Minimum engagement of Relationship Managers in operational issues, which will help coverage also to gain maximum wallet share of business and generate maximum yield from clients.
- Knowledge of bank-wide systems, processes, products, departments and updates.
Job content
Addressing all incoming client queries and issues.
Close follow-up with no reminders to resolve client issues. Timely escalation if required for closure. Highlighting the complex issues for permanent resolution. In-depth knowledge of banking products. Familiar with systems, policies and departments.Proactivity towards resolution. Proactively identifying issues and managing client expectations. Max client engagement. Ability to address cross-product client queries such as trade, online solutions, etc.
Ensure that clients are onboarded to bank's different solutions and various products including SB-ST, online banking, cash solutions, etc.
Maintain a constant level of client services.
Ensure top-class customer service by coordinating with all units involved including trade finance, treasury, OPC, branches, etc. to resolve customer's queries and process customers' requests in a timely manner. Possess significant knowledge of banking products.
Contribute to process and system improvements.
Highlight the daily challenges impacting client experience and ways to improve the client journey. Monitor the daily repetitive activities (i.e. account maintenance, compliance referrals) and highlight any duplication of efforts, quick fixes, etc.
Stakeholder engagement
Coordinate on behalf of coverage team with internal stakeholders (primarily Group Operations, Tanfeeth, GOPs, and RD) to address Relationship Managers and clients' issues.
Ensure high level efficiency and compliance; fair background of trade, operations and back office.
Ensure all processes are executed as per bank policy.
Preparation of reports on relevant segment portfolio for management purposes. Report client services team activities and challenges. Report critical issues to client services management for further escalation to C&IB Operations risk and senior management at the appropriate time.
Education- The incumbent will have a degree education as a minimum.
- BBA, MBA or CA qualifications preferred.
Experience
The incumbent will have at least 5 years of banking or financial industry experience in a recognized role.
Job Function: Customer ServiceCompany Industry: Banking - Corporate
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