Manager, Client Services

Role overview

The Manager, Client Services supports the Elite Banking segment by handling day-to-day operational requests while delivering a consistently high standard of service to both new and existing clients. Although the position works closely with the Sales Team, it remains functionally separate and reports through the Head of Elite Client Support to help keep service delivery aligned and standardized across the team.

The role also plays an important part in identifying workflow issues and suggesting improvements to Quality Assurance, including ways to shorten turnaround times, reduce mistakes, improve efficiency, and strengthen control measures. It is a busy office-based position with constant pressure to meet deadlines and manage several tasks at the same time.

Working style and expectations

The person in this role should be highly driven, professional, and able to communicate well with others. Multilingual ability is an advantage. A calm, respectful, and ethical approach is essential, especially when dealing with challenging clients or situations. Ongoing learning and participation in internal and external training are expected, along with adherence to the bank’s working hours and structure.

Core duties

• Provide prompt, impartial support to assigned clients by phone, email, or in person for queries and service requests.
• Act as the client’s main point of contact whenever the Relationship Manager is unavailable.
• Support Relationship Managers with account opening and account closing activities, including compliance checks, KYC verification, and accurate submission of documents.
• Follow up with clients for remediation of existing account documents within required timelines and escalate documentation issues or errors to the functional manager when needed.
• Handle client transfers, remittances, fixed deposits, FX transactions, and similar requests within agreed service levels, including securing special rates and tracking cases through to completion.
• Prepare monthly MIS reports and escalate delays or processing issues to the line manager and Quality Assurance team so that service quality can be improved.
• Ensure submissions are completed right the first time and coordinate with relevant investment and custody teams on trades from start to finish.
• Carry out signature verification and callback procedures where permitted by the team lead.
• Coordinate with internal stakeholders and, where required, international branches to complete follow-ups and requests.
• Issue updated bank and portfolio statements to clients and report request volumes through MIS.
• Track and deliver security items such as debit cards, credit cards, cheque books, and returned cheques, while maintaining proper registers and escalating any exceptions.
• Record and follow up customer complaints in the CMS system within the required turnaround time and share complaint trend reports for corrective action.
• Update daily, weekly, and monthly trackers, and ensure all client documents received are properly registered to support audit readiness.
• Attend required training sessions, support system monitoring for the relevant department, mentor junior colleagues where possible, and provide leave coverage for team members.
• Follow all bank policies, procedures, compliance standards, and regulatory requirements, and cooperate fully with audit and compliance reviews.
• Remain flexible to move between segments as requested by management and take on additional tasks as assigned.

Work environment

This position is based in the office in Ras Al Khaimah and requires the ability to work under pressure, manage multiple assignments, and maintain strong control over service quality and turnaround times.

Additional requirements from the job brief

The role calls for zero unsatisfactory audit comments, full and timely cooperation with audit or compliance requests, and a willingness to support operational changes as directed by management.