Head of Client Service

6 months ago


UAE, United Arab Emirates Emirates NBD Full time

**Company Introduction**

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 Purpose**

The Head of Client Service - Private Banking will predominantly focus on defining, measuring, analyzing and improving the Customer Service domain which includes strategy planning, process reengineering, operations, team management, etc.

**Responsibilities**
- Facilitate client education initiatives and maintain transparent communication with clients regarding market trends, investment strategies and overall financial insights.
- Conduct client satisfaction surveys and analyze feedback, and client retention rates.
- Liaise with the Private Banking Investment advisors to deliver effective banking solutions tailored to the clients’ requirements & explore Investment opportunities with the client.
- Budget planning and implementation.
- Work closely with key client relationships and other units within the Bank to identify Customer Experience enhancement opportunities.
- Provide regular reports to senior leadership on key performance metrics, financial results, and strategic initiatives.
- Act as principle point of contact for all Governance and Control functions within the Bank (Audit, Risk and Compliance)
- Coordinate with the Relationship Managers, Investment Advisors to deliver products and services as per the requirement of the Private Banking clientele.
- Guide and train the service team on generating leads for wealth investment products across the Private Banking customer base.

**To be successful in this role, you will need the following skills and experience **
- At least 10 years’ experience within Banking, out of which 5 years in a managerial capacity
- Bachelor’s degree - an MBA would be an advantage
- Minimum CISI Level 2 Certification
- Comprehensive understanding of Compliance, Due Diligence and Anti-Money Laundering Acts
- In-depth knowledge of Banking products & services
- Experience servicing UHNI Clientele within Wealth Management

**What we offer you**
- Competitive salary package
- Market-leading incentives
- Strong emphasis on work-life balance and wellbeing across the bank
- Preferential banking facilities for employees
- Generous annual leave entitlement and Private Healthcare
- World-class Learning & Development platform and career development



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