Client Service Manager, Trade Operations & Service

Job ID: 39643

Location: Manama, BH

Area of interest: Operations

Job type: Regular Employee

Work style: Office Working

Opening date: 17 Sept 2025

• Act as the main point of contact for clients and internal staff regarding advice, inquiries, complaints, and various service issues related to trade operations, ensuring swift and professional responses.
• Consistently deliver client service that meets or exceeds established service level agreements, maintaining high standards of accuracy and responsiveness.
• Collaborate closely with Relationship Managers, Product Sales, Operations, and other stakeholders to collaboratively resolve client issues and identify opportunities to enhance the overall client experience.
• Manage complex transactional errors and discrepancies by liaising effectively with clients and internal teams to ensure timely and satisfactory resolution.
• Lead the service recovery process by accurately logging complaints, investigating root causes, and implementing corrective actions to restore client confidence.
• Engage with clients proactively to assess service performance, gather feedback, and develop continuous improvement plans to elevate service delivery standards.
• Establish and maintain trusted partnerships with clients through regular communication and operational support at the transaction level.
• Identify, escalate, and mitigate any risks, compliance concerns, or conduct issues in a timely and collaborative manner to uphold the integrity of trade operations.

• A detail-oriented approach, demonstrating ownership across the end-to-end service delivery lifecycle within trade operations.
• Strong teamwork abilities, with a collaborative mindset that values effective relationship-building with peers, clients, and business partners.
• Exceptional communication skills encompassing verbal, written, and interpersonal abilities, enabling effective influence and negotiation with diverse stakeholders.
• Proven track record of managing direct client interactions with confidence and professionalism, delivering client-centric solutions in complex environments.
• A positive attitude coupled with excellent interpersonal skills, fostering constructive dialogue and mutual respect.
• Highly developed analytical and problem-solving skills, allowing for the timely identification of operational issues and implementation of solutions.
• Effective time management talents to balance multiple priorities and meet demanding deadlines in a fast-paced setting.
• Proficiency in English is essential, underscoring the ability to communicate clearly and concisely within an international banking environment.

• 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

• 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.