Lead - Private Banking Services

Job Purpose
The team captain/ Lead reports to the Manager Front Officer Support and is a
vital element in ensuring excellent customer service in Private Banking. The
position holder will have the following responsibilities:
* Aligning the service of all international offices with UAE, in terms of process, managing the team and making it a part of PB service team entirely.
* Process enhancement, review and create new processes. Identify and implement process gaps to improve process journey for internal and external customers, including forms update.
* Review and perform system upgrade UATs and enhancements, coordinating with WM Ops on projects.
* End to end process for client's appreciation and arrange for the thank you card to be sent to the clients.
* Client communication on the migration letter and other external communication.
* End to end process of CSAT, including internal communication, finalizing the scores with marketing.
* End to end handling of Security items (Chq book, Cards, MC, etc).
Coordinating with all stakeholders on Digital transformation and projects.
*
Main Tasks
* Aligning of all international offices with UAE, in terms of process, managing the team and making it a part of PB service team entirely.
* Process enhancement, review and create new processes. Identify and implement process gaps to improve process journey for internal and external customers, including forms update.
* Review and perform system upgrade UATs and enhancements. Coordinating with WM Ops on projects
* End to end process for client's appreciation and arrange for the thank you card to be sent to the clients.
* Client communication on the migration letter and other external communication.
* End to end process of CSAT, including internal communication, finalizing the scores with marketing.
* End to end handling of Security items (Chq book, Cards, MC, etc).
* Continuously review and identify areas for improving the productivity and quality targets of the team.
* Suggest and implement process improvements.
* Organizing trainings with Operations as and when required.
* Back up Manager, Front Office when required.
* Attend relevant trainings as part of self-development.
* Coach and mentor staff as well as identify the training needs of team members and up-skilling them
* Ensures that the Bank's guidelines are being always followed.
Coordinating with all stakeholders on Digital transformation and projects.
*
Description of Knowledge / Skill etc.
* Min. Bachelor's degree in Finance, Economics, Banking or equivalent
* Minimum ‎5 years overall related work experience
* Experience as Specialist PB services with a comparable Private Bank / Wealth Management Institution
* Experience in the framework and business etiquette in MENA markets
* In-depth knowledge of Basic Banking products & services as well as associated operational processes and procedures
* Knowledge of Investment products, capital markets, portfolio management and trading & settlement procedures
* Detailed understanding of Compliance, Due Diligence and Anti-Money Laundering Acts as well as standard banking procedures
* Experience in managing and responding to audit queries and external/ internal customer queries
* Experience in managing teams consisting of a mix in vintage tenure and experience
* Very diligent with an attention to detail
* Customer Service attitude and professional behavior
* Highly motivated to problem solve and build relationships (internal/external)
* Ability to manage people and resource conflicts