Team Leader - Client Service Manager, Private Bank

Standard Chartered Bank - UAE

UAE

Ref: HP048-835

Job description / Role

Employment: Full Time

Team Leader - Client Service Manager, Private Bank - MENAP

The Team Leader of Client Services is formally aligned with, but independent of the Relationship Manager Team Leaders (RMTL) and the Relationship Managers (RM). Their role is to lead and manage a team of Customer Service Managers (CSM's) who's role it is to support the Relationship managers, give Client's a high level of Client Service and satisfy numerous monitoring and control responsibilities required of staff supporting the sales force. In doing so, the Team Leader of Client Services must promote a strong Client service Culture and an effective risk management culture and operational framework.

KEY RESPONSIBILITIES:
- Run a Team of Client Service Managers who's role it is to deliver consistent and high-quality service to Private Banking clients. Each CSM is dedicated to supporting 2 RM's but the Team Leader retains supervisory control and decision making over all activities of the CSM team.
- Drive a strong Client Service Culture and improve Client feedback of the service they receive from the Bank
- Improve overall quality of CDD and transactional submissions by managing the CSM team in a coherent, cohesive manner and ensuring all staff are trained well on the Bank's CDD procedures.
- Implement initiatives to drive higher levels of standardisation, reduce error rates in new account openings, periodic reviews, Transaction management etc; thus leading to improved turnaround times.
- Provide guidance, advice and support to TL's, RM's, and CSM staff in matters related to Clients, Client services, transactions, account opening and maintenance. Minimise error and rejection rates and ensure effective processing in agreed cycle times.
- Enhance the general risk management and compliance culture within the business. This includes communications and other initiatives to ensure the appropriate risk-awareness, mindset and behaviour of staff.
- Drive a consistent level of standardisation across the RM's and CSM's leading to maximised productivity and improved efficiencies across all activities
- Work with others to Initiate and lead initiatives to improve Front Office processes, to deliver step-change in productivity and client experience. Develop a culture of continuous improvement among CSMs.
- Work with Learning personnel to coordinate and, on occasion, deliver required training initiatives (e.g. new products, policies, processes)
- Designated Client Complaints Handler. Conduct investigation and coordinate with relevant parties to ensure timely resolution and root cause analysis. Escalate immediately as and when required.
- Actively participate in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank's policies and procedures and the regulations set by the DFSA and the UAE Central Bank

Requirements

The candidate will have gained a degree from a reputable institution or some form of financial qualification.

* At least 8 years of Private Banking experience, preferably in a Client Service role
* Have extensive experience of managing a team and strong leadership skills.
* Solid knowledge of banking practices and associated regulatory requirements
* Strong verbal and written communication skills
* Willingness to speak/correspond to clients on a daily basis
* Works well within a team of RMs and Client Service Officers
* Eagerness to help others within the Client Service team
* Ability to work with support functions such as Compliance, Account Review (CAR), Control and Supervision and Operations and focus on working as one bank rather than individual units

About the Company

Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group’s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.

Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.

In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.

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