Job Description

Purpose: To manage the overall service and operational quality across the Emirati portfolio .The job holder is required to enhance Emirati Sales / Service and promote the cross selling of bank products to existing and potential priority clients, along with managing the service portfolio for any other channels as requested.

Key Result Areas

Relationship management

• Work closely with Regional Area Managers/ Central Team and the Relationship Manager to identify desired service levels.

• Work on standardize overall client services across all Emirati teams and contribute to developing and implement agreed actions

• Ensure smooth flow of all applications and requests including account opening and ownership of discrepant cases from Emirati.
• Be the final direct and indirect point of contact for customer complaints, which will be sourced through branches, RMs or directly from customers.
• Present regular feedback to Operation Manager and Product Managers on process / service-related issues.

Risk management and Governance

• Ensure that the ARMS are checking the submitted KYCs and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.
• Manage the Rejects and Referrals on all products sourced by Relationship Managers, by acting as a checker and providing feedback.
• Report the expired and overdue KYC, Visa, Passport, Emirates are updated on a timely basis for the MG Segment

• Represent Emirati Segment in liaising with audit for operational issues/ working with Area Managers in rectifying all audit objections and queries.

• Ensure excellent quality of KYC is maintained on all Emirati clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis

• Ensuring the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required.

Administration & Reporting

• Ensure that the ARMs are saving the activates and transactions recorded/processed on the system in a timely/accurate manner.
• Ensure that the ARMs are Assisting the Relationship Manager to conduct proper KYC and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.
• Provide weekly feedback to AMs/ HOS on Services Pack

• Ensure effective handling of customer complaints/inquiries for Emirati Clients.

• Monitor customer feedback to ensure Emirati Gold standards are met at all levels.

• Drive CRM usage at frontline for respective team, act as CRM champion and ensure all customer interactions (Complaints, Service Request) are appropriately recorded in CRM, check by way of sample.

Governance and Audit

• Support Emirati MG with KYC, FATCA and to have updated client information.
• Ensure implementing all audit recommendations and procedures as advised by Senior Management

• Refer all matters of non-routine nature to appropriate superiors.

Area Managers

• Handle all customer queries that have been escalated to an Area Manager for intervention, ensure these are logged in CRM and conduct independent investigation and propose to Area Manager course and suggested action
• Document and share (as per format provided) any feedback from frontline

Alternate Channels

• Strategize on how to increase penetration of alternate channel usage within teams
• Help with any ad-hoc outbound calling exercises as designated periodically by Manager client experience

• Support RM to resolve all customer issues.

• Remittance / CASA / Credit Card/ Insurance / Investment Reject Rates to be under 5%
• Champion at least two service campaigns when launched.

Operating Environment, Framework and Boundaries, Working Relationships

• To ensure that a consistently high level of relationship management customers services is maintained and thus contributing positively to the image of the Bank.

• Contribute to effective training and development of staff if it is required.

• Ensure mail received from all the teams addressed to processing department are sent on a timely basis.

• Ensure all acknowledgement received processing department from are appropriately filed.

• Ensure all filing cabinets are locked at the end of day, and all obsolete files / registers are regularly sent for archiving.

• Keep the work area clean and tidy.

Problem Solving

• The Manager of ARMS will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Center).

• Taking ownership of customer problems and handling them till final resolution through coordinating with other partners.

Decision Making Authority & Responsibility

• The Manager of ARMs will be empowered to take decisions on financial and nonfinancial issues of the customer.

• The Manager of ARMs will be empowered to put forth recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction.

Knowledge, Skills and Experience

• Thorough knowledge of products, services policies and processes of retail banking in Mashreqbank.

• The job holder will have to possess the following skills:

• Problem solving skills.

• Communication skills.

• Interpersonal skills.

• Ability to work under pressure.

• Computer literacy.

• The job holder should have completed his university graduates are better to have. They should have 3-4 years’ banking experience or experience in any other.