Assistant Manager - Client Services

Emirates NBD

  • الإمارات
  • دائم
  • دوام كامل
  • قبل 8 أيام
Job PurposeThe 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.
  • 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 ContentAddressing 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
Max client engagement.
Ability to address cross product client queries- TRADE, online solutions ... etc.
Ensure that clients are on boarded to bank's different solutions & various products: SB-ST, online banking, cash solutions...etc.Education
  • The incumbent will have a degree education as a minimum
  • BBA/MBA/CA
Experiences
  • The incumbent will at least 5 years of banking / Financial Industry experience in a recognized regulated market
  • International Banking Experience
  • Experience preferably within C&IB related units (Trade, Cash, Credit, Treasury Products & OPS)
  • Knowledge of banking operations in terms of branch and back office processes
Knowledge & Skills
  • Product & Process understanding for Wholesale Banking in general & Analytical skill
  • Credit analysis, trade finance products, operations knowledge
  • Strong managerial skills in order to handle operations/portfolio accounts and to co-ordinate with other units.
  • Proficiency in PowerPoint & Excel
  • Regulatory requirements understanding - within UAE
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