Lead - Private Banking Services

1 week ago

Dubai, Dubai, United Arab Emirates Emirates NBD Full time

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers.

The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches.

We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

Job Overview
Lead - Private Banking Services is an important pillar within the Front Office of the Private Bank. The position holder's responsibility is to lead and support the service specialists within the team. The position holder handles all escalations, delegation of tasks, meeting with stakeholders, managing complaints and monitoring staff performance.

Key Responsibilities

  • Oversee the front office service team for Private Banking. ensure the team provides the highest level of customer service.
  • Ensure Timely execution and completion of daytoday banking operations by the team.
  • Review and ensure service quality standards and customer confidentiality are maintained within the team.
  • Ensure policies and procedures are known and followed within the team.
  • Maintain zero escalation in CRM complaints for Private Banking Service.
  • Review and perform system upgrade UATs and enhancements, coordinating with WM Ops on projects.
  • End to end handling of Security items (Cheque book, Cards, MC, etc).
  • Identify and implement process gaps to improve process journey for internal and external customers, including forms update.
  • End to end process of CSAT, including internal communication, finalizing the scores with marketing.
  • Collaborate with other leads and stakeholders to resolve service issues and ensure customer satisfaction.
  • Regularly monitor service metrics to identify areas of improvement.

Skills and Experience

  • In depth knowledge of basic banking products, services, and processes.
  • Knowledge of Investment products, IPOs, portfolio management, trading, and settlements.


 Minimum CISI
  • IISI (level 2) certification.
  • Detailed understanding of Compliance, Due Diligence and Anti-Money Laundering regulations.
  • Excellent verbal and written communication skills.
  • Extensive knowledge of customer service procedures and principles.

What we offer you

  • Competitive salary package
  • Strong emphasis on work/life balance
  • Generous annual leave entitlement and Private Healthcare
  • Worldclass Learning & Development platform and career development
  • Preferential banking facilities for employees

Why Join Us
We aspire to be an employee's employer of choice. We believe, we can help you realize your true potential by providing the right opportunities.

At ENBD we are reimagining the future of work so that you can unlock your potential, every day we want to ensure, every employee can exceed in the future of work by upskilling, building new digital skills and knowledge.

Our goal is to empower our employees to build a career experiences and skills they need in the future and that will produce a great outcome for our bank as well, we want our employees no matter their background, location, preferences to feel engaged to one ENBD team.

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