Manager- PCG Client Services

 FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry

JOB PURPOSE:

This role is primarily responsible for attending and resolving customer queries with high degree of efficiency thereby enhancing customer’s experience with FAB.  Deliver timely service to internal and external customers in adherence to the policies and procedures.

KEY ACCOUNTABILITIES:

Policies, Systems, Processes & Procedures

• Ensure complete adherence to the policies and procedures laid down by FAB without any compromise to controls set as per departments SOP’s.
• Review SOPs as per the Audit and RMU requirement for all PBO-Clients Services Unit and products
• Monitor process related controls to ensure protection to the bank from all identified risks.
• Ensure conformance to internal procedures / policies / guidelines and regulations as applicable.

Continuous Improvement

• Encourage/educate customers to avail various banking avenues to improve overall customer experience.
• Institutionalizing best practices, establishing service quality standards and improving service deliverables to customers.

Reporting

• Prepare unit level statistics data with respect to customer emails & telephone calls in connection with operational issues and services related to queries of PCG customers.
• Generate periodic reports for effective decision making.

Job Specific Accountabilities

• Support Relationship Management Teams by providing operational services to their clients in liaison with other internal departments.
• Ensure timely endeavour to enhance the client experience by servicing clients and providing them with operational & administrative support.
• Adhere & ensure conformance to all internal procedures, policies and other regulatory guidelines as applicable.
• Ensure best in class service to Internal and external customers to avoid any escalations and provide 24X7 services to VVIP clients.
• Maintain confidentiality of customer Sensitive information at all times, ensure safe custody of documents & customer records.
• Participate actively in the various initiatives from the unit and pan bank projects as delegated.

Minimum Qualification

• Bachelor’s Degree / Higher Diploma

Minimum Experience

Minimum 2 years of related work experience in banking industry