Senior Manager End User Services Job In Dubai

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Key Result Areas:

Monitor and manage overdue KYC for clients below an agreed threshold

Ensure continuous improvement in the KYC journey.

Continuously train service staff to enhance customer experience.

Identify areas of process improvement and engage with relevant stakeholders.

Continuously mange and drive NPS for Business Banking customers with respect to their KYC an Client Service experience

Ensure proper control of daily Client Service activities activities I. e. SME customer query / problem handling in Mashreq branches.

Identify automation opportunities to reduce Branch footfall and lead the branch transformation and meet all transaction migration KPIs

Monitor and take remedial actions to improve Employee Engagement Scores

Focus on operational controls and compliance without compromising on service delivery standards.

Ensure full adherence to the AML & compliance and Regulatory policy of the bank.

Ensure timely delivery of Banks services / products to clients through proactive interaction across the bank, to attain the desired levels of internal and external customer’s satisfaction.

Knowledge, Skills and Experience:

Excellent people leadership and management capability including effective management of stakeholders.

Good understanding of KYC standards for Business Banking, and associated risks

Sound knowledge of regulations, Compliance and AML and legal aspects of Banking in UAE.

Good understanding of Operational Risk Management

Good understanding of all target segments and propositions as well as solutions to meet their needs.

Strong customer service outlook with a focus on enhancing customer experience.

Project Management Skills

Thorough awareness of all Business banking products, Branch operations and services

Conversant with Core systems, Policies and Procedures

One of the UAEs best performing banks for over five decades, Mashreq is a leading financial institution with an expanding footprint across the Middle East and North Africa with a strong presence in the financial capitals of the world with international offices in Europe, Asia, Africa and the US.

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