Client Services Manager - Private Banking CSM

Mashreq Careers Open · verified Oct 21, 2026

United Arab Emirates Full-time Manager Customer Success

At a glance

Manager-level Customer Success role at Mashreq Careers. United Arab Emirates · full-time.

Pay not stated Customer Success salary

RoleCustomer Success

SeniorityManager

LocationUnited Arab Emirates

EmploymentFull-time

PostedOct 16, 2026 · 6d ago

Role brief

growthroles summary, based on the employer's posting.

What you'll do

Set service and operational standards across Private Banking locations, client touchpoints and partner relationships
Reshape and lead the client service officer teams, matching capacity to demand and building on staff strengths
Agree and review partner service levels, spot gaps and put corrective steps in place
Work with audit, operational and credit teams to resolve findings and improve the client experience
Oversee complaints, customer feedback, KYC reviews and checks on security items and documentation

What you bring

A graduate degree and ten years of experience in banking or a service-focused industry
Strong negotiation, leadership, decision-making and relationship skills, with clear spoken and written English
Experience running service teams and building effective teams
Knowledge of local regulations and the business environment, with a strong focus on customer service

Who this fits

This manager role suits someone who has led client service teams and can handle operational controls, audit follow-up and difficult customer situations. You’ll oversee staff, service standards and compliance across Private Banking.

From the employer

To standardise and manage the overall service and operational quality across the entire Private Banking Division, ensuring adherence to banks policies, SOP's and compliance with regulations at all levels. To create, negotiate, implement and monitor the success of all SLA's with all partnersManagement all Client service officers and ensure proper levels of service.

Complete re-engineering of the CSO team, client services units, while identifying proper capacity and utilizing all staff strengths.

Work closely with SFA/FA and Unit Heads to identify desired service levels.

Represent Private Banking in liaising with audit for operational issues/ working with SFA/FA in rectifying all audit objections and queries.

Lead Projects as required to improve overall client services including establishing privileged client handling in Branches , Mashreq Gold Centres, remote offices and other client service points including direct phone services

Standardise and manage the overall service quality at all Private Banking locations, and client touch points, including establishing priority service at call centre (CSU).

Monitor, supervise and continuously train new and existing CSO's.

Work closely with all operational and credit departments to ensure a seamless customer experience.

Create and monitor all service level agreements identifying any gaps and formulate solutions.

Ensure effective handling of customer complaints for Private Banking Clients.

Monitor customer feedback to ensure Private Banking standards are met at all levels.

Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required.

Conduct overview of operational functions ensuring strict adherence to AML, SOPs and local Central Bank policies. Enhance controls where needed to manage operational risks.

Carry out regular checks on security items, as well as documentation as a pre-audit check to ensure adherence to policies as well as identify gaps.

Ensure excellent quality of KYC is maintained on all Private Banking clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis.

Jobholder shall be a graduate with 10 years experience in banking/ service industry.

Jobholder must have good negotiation, leadership, decision making and superior interpersonal skills.

Good command in spoken English with excellent writing skills.

Expert in running service units with good team building skills.

Jobholder must be very customer oriented.

Conversant with local regulations and business environment.

Should have pleasant personality with ability to manage difficult situations. s