Assistant Manager – Client Services Full Time

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 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 addressed/resolved.

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 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
• Assist 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  email/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 & 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 pre-empted issues such as major system changes.
• Ensue customers’ operational needs and requirements are timely addressed.
• Help also to gain maximum wallet share of business and generate maximum yield from the assigned portfolio through the day-to-day connection with clients.
• Knowledge of bank wide, systems, processed, products, departments & updates.

Job Content

Addressing all incoming client queries & issues

• Close follow up with no reminders to resolve client issue.
• Timely escalation if required for closure.
• Highlighting the complex issue for permanent resolution.
• In depth knowledge of banking products.
• Familiar with systems, policies & departments.
• Proactivity towards resolution.
• Proactively identifying issues & managing client expectations