(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 with preferably a minimum of 3-4 years relevant working experience Experience of supporting / servicing Large Corporate Customers (Top Tier Customers of the Corporate Banking Sector) will be preferred. Basic knowledge of Liquidity (Pooling / Cash Concentration) will be a plus. Computer literate with ability to learn processing and customer service applications (CRM, etc) Intermediate level of product knowledge i.e. Cash/ Trade Good command of spoken and written English. Arabic advantageous Keen listener, effective interpersonal & communication skills and team player Good analytical and problem solving skills Service-orientated, thoroughness, good organizational skills Posses positive attitude & willingness to learn & take ownership Direct Customer Service experience is an advantage Actively looking for ways to improve processes Ability to work under pressure Fast learner, energetic, and results-oriented. Ability to multi-task and adapt to any situation or change

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.