Emirates NBD Looking for Assistant Manager, Client Services at Dubai Full Time

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 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 provide end to end service for all operational related matters The team also manages the Client queries received directly or referred through coverage to be addressedresolved
The team is responsible to ensure the following
Establish efficient processes to service the clients resulting in faster TAT 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
Ensuring client static and dynamic information is updated efficiently across all data users efficiently 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 include but are not limited to VAT Account statements tracking of payments referrals management resolutions to client issues collaboration with channels 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 issues with the coverage team
Communicate with client via emailphone and provide support for managing payments and account maintenance related inquiries and requests

Brief Description:

The customer service Assistant Manager supports the Relationship Managers coverage team to ensure that all customer related processes queries issues challenges are handled in an efficient and professional manner within the agreed TATs thereby delivering superior service experience to the customers
This is a high volume high intensity team and 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 preempted issues such as major system changes
Ensure customers operational needs and requirements are timely addressed
Minimum engagement of RMs 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 updates

Detailed Description:

The customer service Assistant Manager supports the Relationship Managers coverage team to ensure that all customer related processes queries issues challenges are handled in an efficient and professional manner within the agreed TATs thereby delivering superior service experience to the customers
This is a high volume high intensity team and 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 preempted issues such as major system changes
Ensure customers operational needs and requirements are timely addressed
Minimum engagement of RMs 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 updates

Job Requirements:

The customer service Assistant Manager supports the Relationship Managers coverage team to ensure that all customer related processes queries issues challenges are handled in an efficient and professional manner within the agreed TATs thereby delivering superior service experience to the customers
This is a high volume high intensity team and 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 preempted issues such as major system changes
Ensure customers operational needs and requirements are timely addressed
Minimum engagement of RMs 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 updates

Additional Details:

The customer service Assistant Manager supports the Relationship Managers coverage team to ensure that all customer related processes queries issues challenges are handled in an efficient and professional manner within the agreed TATs thereby delivering superior service experience to the customers
This is a high volume high intensity team and 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 preempted issues such as major system changes
Ensure customers operational needs and requirements are timely addressed
Minimum engagement of RMs 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 updates