Customer Service Manager

Customer Service Manager - Client Experience 
Corporate Banking

CIBG Customer Service Relationship Manager will be solely responsible to answer / resolve customer queries, enquiries, complaints etc. by effectively coordinating with the relevant supporting units and freeing up RMs/ARMs time pertaining to Customer Service Issues, thereby helping Large Corporate RMs to get additional business within CIBG Large Corporates.

•    Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc.
•    Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers
•    Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients
•    Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation
•    Ability to clearly identify Root Cause and propose process improvements 
•    Timely logging of all queries in CRM 
•    Provide highest level of service to Corporate Customers both in UAE & overseas
•    Understand client needs in order to effectively service the customers
•    Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism
•    Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.
•    Complete understanding of back office processes vital to structure a seamless solution and appropriate customer service.
•    Ability to analyze root of problems and define escalation processes and to track problem resolution 
•    University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service 
•    Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage
•    Exceptional communication skills with complete command over spoken and written English & Arabic 

Responsibilities

• Ensure service levels are maintained through timely and appropriate response to customer queries

• As a Service Partner, work together with Product Sales, LC Relationship Managers (RM/ARM), Operations and other key internal stakeholders to identify opportunities for process improvements

• Deliver proactive, reliable and excellent service to clients within portfolio by understanding clients' needs and exceeding their expectations.

• Build relationships and rapport with all clients at the transactional / operational level.

• Identify opportunities to sell MB products and services, referring them to the appropriate staff

• Provide feedback for improving Knowledgebase where appropriate

Qualifications

• University graduate with preferably a minimum of 3-4 years relevant working experience

• Experience of supporting / servicing Large Corporate Customers (Top Tier Customers of the Corporate Banking Sector) will be preferred.

• Basic knowledge of Liquidity (Pooling / Cash Concentration) will be a plus.

• Computer literate with ability to learn processing and customer service applications (CRM, etc)

• Intermediate level of product knowledge i.e. Cash/ Trade

• Good command of spoken and written English. Arabic advantageous

• Keen listener, effective interpersonal & communication skills and team player

• Good analytical and problem solving skills

• Service-orientated, thoroughness, good organizational skills

• Posses positive attitude & willingness to learn & take ownership

• Direct Customer Service experience is an advantage

• Actively looking for ways to improve processes

• Ability to work under pressure

• Fast learner, energetic, and results-oriented.

• Ability to multi-task and adapt to any situation or change