(UAE Nationals Only) Customer Service Manager-CXC - CSU- Client Experience and Conduct Group

Customer Service Manager - Client Experience Corporate Banking CIBG Customer Service Relationship Manager will be solely responsible to answer / resolve customer queries, enquiries, complaints etc. by effectively coordinating with the relevant supporting units and freeing up RMs/ARMs time pertaining to Customer Service Issues, thereby helping Large Corporate RMs to get additional business within CIBG Large Corporates. • Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc. • Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers • Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients • Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation • Ability to clearly identify Root Cause and propose process improvements • Timely logging of all queries in CRM • Provide highest level of service to Corporate Customers both in UAE & overseas • Understand client needs in order to effectively service the customers • Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism • Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution. • Complete understanding of back office processes vital to structure a seamless solution and appropriate customer service. • Ability to analyze root of problems and define escalation processes and to track problem resolution • University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service • Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage • Exceptional communication skills with complete command over spoken and written English & Arabic

University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service. Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage. Exceptional communication skills with complete command over spoken and written English & Arabic.

Answer / resolve customer queries, enquiries, complaints by coordinating with supporting units; act as focal point of contact for non-trade corporate queries (Remittance, Cheque clearing, account opening); support Team Leader / Customer Service Manager to ensure high quality service; adhere to SLAs; escalate issues to supervisor; identify root causes and propose process improvements; log queries in CRM; provide high level of service to Corporate Customers in UAE & overseas; understand client needs; be well versed with Bank’s products and escalation processes; support implementation of applications/processes to automate processes; understand back office processes for seamless solutions; analyze root causes and define escalation processes.