Manager – Client Services (UAE National)

Aligned with the UAE Government’s strategy to empower and develop national talent,
Emirates NBD is committed to providing a dynamic, innovative, and supportive work environment that nurtures the next generation. We are looking for top UAEN talent to join our ENBD family and contribute to the nation’s ongoing success.

Organizational Unit Purpose

The Client Services Team within Corporate Banking plays a crucial role in supporting the Relationship Management (RM) team by addressing client-related service and operational matters. This allows the RM team to remain focused on revenue-generating activities.

Key responsibilities include:

• Acting as the primary point of contact for clients on service and operational issues.
• Handling client queries directly or via referrals from the Coverage team, ensuring timely resolution.
• Streamlining processes to improve turnaround time (TAT) and customer satisfaction.
• Coordinating with internal stakeholders (Tanfeeth Operations, Governance, Compliance, Channels, and Implementation teams) to provide end-to-end solutions.
• Managing client information updates across systems, including compliance and regulatory data.
• Supporting RMs with day-to-day operational requests, such as VAT account statements, payment tracking, and inter-departmental coordination.
• Collaborating with Business Unit Governance and Coverage teams to meet regulatory obligations.
• Providing email support to clients for payment and account maintenance queries.

Job Purpose

The Customer Service Manager will support the Head of Client Services and the Coverage team by ensuring that all client-related queries, challenges, and processes are managed professionally, efficiently, and within agreed timelines. Given the high-volume and fast-paced nature of the team, this role is vital in managing service delivery, handling escalations, and liaising with senior stakeholders across the bank.

The role also focuses on:

• Ensuring consistency in service delivery.
• Prioritizing issues effectively.
• Identifying opportunities for process automation and efficiency.
• Proactively engaging customers in anticipation of service-impacting changes (e.g., system updates).

Key Responsibilities

Service Level Improvements

• Monitor and track the status of all open client requests.
• Follow up with responsible teams to ensure timely closure.
• Oversee routine operations (e.g., account maintenance, compliance referrals) to identify inefficiencies and duplications.
• Resolve complex client issues and complaints.
• Generate regular management information (MI) reports to assess performance and share insights with clients.

Stakeholder Engagement

• Collaborate with internal teams (Group Operations, Tanfeeth, GOPs, RD) to implement process changes and new initiatives.
• Conduct regular meetings with stakeholders to address ongoing service matters.
• Serve as a liaison between RMs and Tanfeeth when escalations arise or transactions deviate from standard procedures.

Efficiency & Automation

• Identify and address manual or repetitive tasks suitable for automation.
• Recommend and implement tech solutions to enhance team productivity.
• Develop tools and metrics to measure service performance.

Process Enhancements & Change Management

• Analyze client feedback to suggest improvements to processes and workflows.
• Engage regularly with RMs to reduce their involvement in operational tasks.
• Provide input on business-impacting change initiatives.
• Prepare necessary documentation (e.g., NPPA, PFDs) for process approvals and compliance.

Compliance & Risk Management

• Ensure adequate staffing and scheduling, including coverage for weekends and leave.
• Confirm that all non-standard processes have proper approvals.
• Maintain adherence to documented procedures (PFDs/SOPs).
• Submit periodic reports detailing team activities, risks, and recommendations.
• Maintain a central log of operational issues and mitigation actions.
• Report critical issues to the appropriate forums, including the C&IB Ops Risk Committee.
• Implement effective methods for evaluating service quality.

Team Leadership & Development

• Ensure the team understands and complies with the bank's regulatory and customer communication policies.
• Provide ongoing training on new and existing processes.
• Motivate and engage the team to foster a culture of continuous improvement.

Education

• Bachelor’s Degree required.
• Professional certifications preferred.

Experience

• 7–10 years of experience in the banking/financial services sector within a regulated environment.
• Exposure to international banking practices.
• Preferably experienced in Corporate & Institutional Banking (C&IB).
• Strong understanding of branch operations and back-office functions.

Knowledge & Skills

• Deep understanding of Wholesale Banking products and processes.
• Awareness of UAE regulatory requirements.

Behavioral Competencies

• Proactive and initiative-driven.
• Strong team player.
• Independent and self-motivated.
• Confident and assertive.
• Committed to fostering a culture of continuous improvement.
• Strong interpersonal and communication skills to build professional rapport across teams and with clients.