Assistant Manager Client Services Full-time Job

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

Emirates NBD (DFM: Emirates NBD) is a leading banking group in the MENAT (Middle East, North Africa and Turkey) region with a presence in 13 countries, serving over 17 million customers. As at 31st December 2022, total assets were AED 742 billion, (equivalent to approx. USD 202 billion). The Group has operations in the UAE, Egypt, India, Turkey, the Kingdom of Saudi Arabia, Singapore, the United Kingdom, Austria, Germany, Russia and Bahrain and representative offices in China and Indonesia with a total of 879 branches and 4,130 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.6 billion. Emirates NBD Group serves its customers (individuals, businesses, governments, and institutions) and helps them realise their financial objectives through a range of banking products and services including retail banking, corporate and institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. The Group is a key participant in the global digital banking industry with 97% of all financial transactions and requests conducted outside of its branches. The Group also operates Liv., the lifestyle digital bank by Emirates NBD, with close to half a million users, it continues to be the fastest-growing bank in the region.Emirates NBD contributes to the construction of a sustainable future as an active participant and supporter of the UAEs main development and sustainability initiatives, including financial wellness and the inclusion of people of determination. Emirates NBD is also an early supporter to Dubai Can sustainability initiative, a city-wide initiative aimed to reduce use of single-use plastic bottled water.