Head of Service & Operational Quality, Private Banking

Job Description

Client Services Manager – Private Banking | Mashreq

The Tone:
This is a full-time role at Mashreq, located in United Arab Emirates. Mashreq is a leading financial institution, and this position is critical to standardizing and elevating the service and operational quality within its Private Banking Division. The role directly impacts client satisfaction and ensures the bank’s adherence to policies, operational standards, and regulatory compliance across all levels of its exclusive client services.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, United Arab Emirates

• Team: Management of Client Service Officers, ensuring proper service levels.
• Mission: To standardize and manage overall service and operational quality across the entire Private Banking Division, ensuring adherence to bank policies, SOP’s and compliance with regulations.

What You’ll Actually Do
• Service & Operational Management: Standardize and manage overall service and operational quality across all Private Banking locations and client touchpoints, ensuring adherence to bank policies, SOPs, and regulatory compliance.
• SLA Development & Monitoring: Create, negotiate, implement, and continuously monitor the success of all Service Level Agreements (SLAs) with partners, identifying and formulating solutions for any gaps.
• Client Service Team Leadership: Manage, supervise, and continuously train Client Service Officers (CSOs), including re-engineering the CSO team to identify proper capacity and utilize staff strengths effectively.
• Client Experience Enhancement: Lead projects to improve overall client services, establish privileged client handling in branches, Mashreq Gold Centres, remote offices, and other service points, including direct phone services.
• Compliance & Risk Oversight: Conduct regular reviews of operational functions, ensuring strict adherence to AML, SOPs, and local Central Bank policies, enhancing controls, and maintaining excellent quality KYC for all Private Banking clients.

The Must-Haves
• Background: Bachelor Degree. Career level: Manager. Core domain knowledge in banking or the service industry.
• Experience: 10+ years experience in banking or the service industry, with demonstrated expertise in running service units.
• Skills: Good negotiation, leadership, and decision-making skills; superior interpersonal and team-building skills; excellent written and spoken English communication; conversant with local regulations and business environment; very customer-oriented.
• Bonus: A pleasant personality with the ability to effectively manage difficult situations.