Client Support Manager

Job description / Role

The Client Support Manager will support the Chief Operating Officer for all tasks related to the Client Services across the value chain of client engagement in Pre-onboarding, Onboarding and Post-Onboarding (Tech & Transactional) related activities. This involves determining the appropriate action and facilitating effective delivery of those actions through coordination with relevant internal stakeholders within the company (Business, Technology, Operations, Managed Services, Legal & Compliance) and be the single point of contact for the Clients.

• Assisting clients in transactional query resolution, being the main point of contact for client’s transactional queries, interface between client and the bank to ensure smooth execution of transactions and fast query resolution.
• Providing constant guidance and status updates to the client in respect of the ongoing tasks and their role within the on-boarding process and to the Relationship Managers
• Maintain record of all client queries and complaints – including resolution times, next steps, to identify recurring issues in order put in place solutions to rectify & avoid similar issues reoccurring in future.
• Liaise with Product and Operational teams by contributing in the development of new capabilities, to satisfy client demands and streamline existing processes
• Provide regular feedback to RMs and working closely with internal partners and stakeholders including Managed Services Team.
• Prioritize and manage own workload to meet SLA’s and Internal service delivery standards
• Identify and report all risk and compliance issues to Compliance
• Support all communication channel with clients – Portal, Telephone, email and recommend implementation of process improvements in those areas
• Additional responsibilities related to the function may be required, as participating in coordination of tasks and projects to improve on-boarding process, communication, awareness and internal engagement processes – and prepare the FAQs suitable for sharing with clients.

Requirements

Knowledge & Experience
• The individual should have a strong Operations background and experience in Client Servicing, either in cash or trade, both products an advantage
• Ability to work in a demanding yet challenging environment
• Desire/ability to work successfully in a start-up organization and excel in delivery.
• Excellent communication and organizational skills.
• Hands on approach, proactive nature, ‘can do’ personality
• Understanding of operations of Cash Management, Trade Finance, Sanctions Ops,
• Self-Motivated, Independent, Creative, Logical
• Flexibility, a strong work ethic, and a good sense of humor are a must.
• Ability to manage time effectively, set priorities, meet deadlines, learn and adapt change

Skills:
• Degree (Bachelor or Master) preferably in Commerce, Banking or Business Administration from an accredited college or University
• Strong skills in processing high volumes / data
• Arab speaking not essential but an advantage
• Around 5 years of proven experience in Client Servicing.
• Strong Microsoft Office skills

About the Company

GG Selection is a search partner with an international presence, clients in diverse industries, and a network of talent for all levels of seniority and experience. We’re not limited by industry or geography, and we treat every brief and every client like the individual case it is — never making assumptions or taking anything for granted, and always tailoring our service to the needs we discover.