Client Service Manager

Job ID: 43552

Location: Dubai, AE

Area of interest: Retail Banking

Job type: Regular Employee

Work style: Office Working

Opening date: 14 Nov 2025

Key Responsibilities

• To ensure expected level of customer service is provided to Priority banking clients. Work collaboratively with internal specialists and Associate Director's to provide appropriate banking services and solutions to meet client's needs.

• Validate the IS (Investment Service) action form for various checks in e-BBS (Electronic Branch Banking System) and Finantix to ensure client eligibility.

• Validate and ensure necessary approvals are in place for various risk markers.

• Validate the Bancassurance application for various checks including e-BBs, CIP (Customer Investment profile).

• Coordinate with SAU (Sales Assurance Unit) to fast track the call back to avoid client escalations.

• First point of contact for over 70 Priority Banking Relationship Managers for their investment document solutions including Bancassurance.

• Validate the BCA (Bancassurance).

• Validate the client existing portfolio.

• Validate and ensure necessary approvals are in place for various risk markers.

• Coordinate with CDD (Client Due Diligence) Operatios and UAE static team on the uplifting of risk markers in order speedup up the approvals and limit loading.

• Flashing the daily MIS with respective teams and escalate the TAT breach cases.

• Validate the lending documents before submission to Operations for limit loading.
• Follow up for limit loading in order to ensure timely execution of deals.
• Ensure redemption proceeds are settled within timelines by coordinating between Credit, Lending Operations and settlement team.
• Coordinating with UAE Static for risk removals.

• Coordinate with the respective Relationship Manager's to collect the necessary FATCA (Foreign Account Tax Compliance Act) documentations when client appear in the weekly US indicia report.

• Manage autorenewals, new BCAs.

• Clearance of excess in accounts for leverages and OD (Overdraft)
• Weekly update on outstanding credit deliverables and constant follow up with RMs
• Chase margin approvals for renewals from authorised delegates
• Refresh memos related to deferrals, outstanding credit cases.
• Circulation of breach letters and status with RMs

• Daily LTV (Loan to Value) and Excess report to ensure portfolio alignment.

• Coordinate with RMs on BCA/ IS Action form/ lending Docs/FATCA/CRS (Common Reporting Standards)/Static Data Update/ CDD status to ensure smooth processing of deals.

• To ensure timely availability of facility letters to RMs
• Weekly meeting with RMs for credit deliverables
• Arranging BCA clinics for new joiners to ensure quality submission.
• Interest and dividend calculations based on client requirement.
• Analyse the customer negative feedback of the investment subscription call backs. Investigate mis-selling allegations with regards to investments and respond to the clients.
• Generating daily MIS report for Senior Management. Respond to client Queries /Relationship Managers queries.
• Lending margin revision exercise based on the client AUM

Qualifications

• Experience in handling all Banking Customer Services & Investment Products is preferrablw.
• Strong communication, language and negotiation skills with the ability to influence outcomes.
• Networking & strong inter-personal skills to manage inter-departmental deliverables.
• Proficiency in Computers.
• Adapting to multi-cultural environment.
• Good knowledge of banking practises and regulations is preferrable.
• Anti Money laundering, Sanctions/Compliance Training and Basic Banking Practice is preferrable.

Skills and Experience

• Manage Conduct
• Manage Risk
• Manage People
• Spot Opportunities
• Solve Problems
• Take the Lead
• Build Resilience

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.