client service and consulting manager

<div>
 At EY, we&rsquo;re all in to shape your future with confidence.
 <br/>
 <br/>
 We&rsquo;ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
 <br/>
 <br/>
 Join EY and help to build a better working world.
 <br/>
 <br/>
 <strong>
  The opportunity
  <br/>
  <br/>
 </strong>
 EY is a global leader in Assurance, Consulting, SaT (Strategy &amp;Transactions) and Tax services.
 <br/>
 <br/>
 Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. The insights and quality services we provide help build trust and confidence in the capital markets and in economies the world over. Our offices around the world use the same methodology and are linked through an integrated technology platform to enable instantaneous communication and collaboration among team members, regardless of location. As a member of EY Global, in T&uuml;rkiye we operate in 6 offices located in &Idot;stanbul, Ankara, Bursa, &Idot;zmir and Adana, with more than 1800 people for over 40 years.
 <br/>
 <br/>
 At EY, we empower our 400.000 people in more than 150 countries with the right mindsets and skills to navigate what&rsquo;s next, become the transformative leaders the world needs, pursue careers as unique as they are, and build their own exceptional EY experiences. We work together across our full spectrum of services and skills so that business, people and the planet can thrive together.
 <br/>
 <br/>
 Together, all in, to build a better working world.
 <br/>
 <br/>
 We are seeking for a
 <strong>
  People Advisory Services Manager/Senior Manager
 </strong>
 to join our
 <strong>
  People
 </strong>
 <strong>
  Consulting Team
 </strong>
 with the following qualifications;
 <br/>
 <br/>
 <strong>
  What We Look For
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum of 5 years of experience in human capital consulting, with expertise in areas such as Organization Design, Performance, Wage &amp; Benefits, Talent Management, Culture and Employee Experience, Workforce Analysis, Human Resources Analytics.
  </li>
  <li>
   Proven track record of successfully managing project-based work, demonstrating leadership in delivering high-quality outcomes
  </li>
  <li>
   Experience in team management, with the ability to effectively lead and motivate a team of consultants
  </li>
  <li>
   Passionate about research with a strong internal drive for action and results
  </li>
  <li>
   Proficient in using Excel and PowerPoint for data analysis and presentation purposes
  </li>
  <li>
   Detail-oriented with a proactive approach to follow-up and a commitment to producing excellent work
  </li>
  <li>
   Exceptional written and verbal communication skills in English are essential
   <br/>
   <br/>
  </li>
 </ul>
 5 years proven experience mainly in the following areas:
 <br/>
 <br/>
 <ul>
  <li>
   Talent Strategy and Strategic Workforce Planning,
  </li>
  <li>
   Employee experience, HR transformation,
  </li>
  <li>
   Culture Transformation,
  </li>
  <li>
   Organization Design,
  </li>
  <li>
   Title &amp; Grading Structures,
  </li>
  <li>
   HR Analytics,
  </li>
  <li>
   Performance Management,
  </li>
  <li>
   Compensation &amp; Benefits,
  </li>
  <li>
   HR Digitalization,
  </li>
  <li>
   Change Management.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Your Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Demonstrating technical proficiency in our core capabilities and adopting a business-centric approach to solve complex client challenges
  </li>
  <li>
   Leading and supporting engagement activities, from initial planning to implementation, including identifying and managing potential issues and risks throughout the project lifecycle
  </li>
  <li>
   Influencing and persuading clients and stakeholders to garner support for significant change initiatives and decisions
  </li>
  <li>
   Contributing to business development and client pursuit efforts by preparing compelling proposals and delivering persuasive presentations to prospective clients
  </li>
  <li>
   Managing and leading a team of consultants, providing mentorship, guidance, and support to ensure the successful delivery of projects
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What We Offer You
  <br/>
  <br/>
 </strong>
 At EY, we&rsquo;ll develop you with future-focused skills and equip you with world-class experiences. We&rsquo;ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.
 <br/>
 <br/>
 Are you ready to shape your future with confidence? Apply today.
 <br/>
 <br/>
 To help create the best experience during the recruitment process, please describe any disability-related adjustments or accommodations you may need.
 <br/>
 <br/>
 <strong>
  EY
 </strong>
 | Building a better working world
 <br/>
 <br/>
 EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
 <br/>
 <br/>
 Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
 <br/>
 <br/>
 EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
</div>


EY Türkiye - People Consulting / People Advisory Services Manager

<div></div><div><p>At EY, we&rsquo;re all in to shape your future with confidence.<br>
<br>
We&rsquo;ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.<br>
<br>
Join EY and help to build a better working world.<br>
<br>
<b>The opportunity
</b><br>
<br>
EY is a global leader in Assurance, Consulting, SaT (Strategy &amp;Transactions) and Tax services.<br>
<br>
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. The insights and quality services we provide help build trust and confidence in the capital markets and in economies the world over. Our offices around the world use the same methodology and are linked through an integrated technology platform to enable instantaneous communication and collaboration among team members, regardless of location. As a member of EY Global, in T&uuml;rkiye we operate in 6 offices located in İstanbul, Ankara, Bursa, İzmir and Adana, with more than 1800 people for over 40 years.<br>
<br>
At EY, we empower our 400.000 people in more than 150 countries with the right mindsets and skills to navigate what&rsquo;s next, become the transformative leaders the world needs, pursue careers as unique as they are, and build their own exceptional EY experiences. We work together across our full spectrum of services and skills so that business, people and the planet can thrive together.<br>
<br>
Together, all in, to build a better working world.</p><div></div><p><br>
We are seeking for a <b>People Advisory Services Manager/Senior Manager</b> to join our <b>People</b> <b>Consulting Team</b> with the following qualifications;</p><p></p><p><b><br>
 What We Look For</b></p><br>
<p></p><ul><li>
Minimum of 5 years of experience in human capital consulting, with expertise in areas such as <b>Organization Design, Performance, Wage &amp; Benefits, Talent Management, Culture and Employee Experience, Workforce Analysis, Human Resources Analytics.</b></li><li>
Proven track record of successfully managing project-based work, demonstrating leadership in delivering high-quality outcomes</li><li>
Experience in team management, with the ability to effectively lead and motivate a team of consultants</li><li>
Passionate about research with a strong internal drive for action and results</li><li>
Proficient in using Excel and PowerPoint for data analysis and presentation purposes</li><li>
Detail-oriented with a proactive approach to follow-up and a commitment to producing excellent work</li><li>
Exceptional written and verbal communication skills in English are essential</li></ul><p></p><p><br>
5 years proven experience mainly in the following areas:</p><ul><li>
Talent Strategy and Strategic Workforce Planning,</li><li>
Employee experience, HR transformation,</li><li>
Culture Transformation,</li><li>
Organization Design,</li><li>
Title &amp; Grading Structures,</li><li>
HR Analytics,</li><li>
Performance Management,</li><li>
Compensation &amp; Benefits,</li><li>
HR Digitalization,</li><li>
Change Management.</li></ul><p></p><p><b><br>
Your key responsibilities</b></p><ul><li>
Demonstrating technical proficiency in our core capabilities and adopting a business-centric approach to solve complex client challenges</li><li>
Leading and supporting engagement activities, from initial planning to implementation, including identifying and managing potential issues and risks throughout the project lifecycle</li><li>
Influencing and persuading clients and stakeholders to garner support for significant change initiatives and decisions</li><li>
Contributing to business development and client pursuit efforts by preparing compelling proposals and delivering persuasive presentations to prospective clients</li><li>
Managing and leading a team of consultants, providing mentorship, guidance, and support to ensure the successful delivery of projects</li></ul><p></p><p><b><br>
What We Offer You</b><br>
<br>
At EY, we&rsquo;ll develop you with future-focused skills and equip you with world-class experiences. We&rsquo;ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.<br>
<br>
Are you ready to shape your future with confidence? Apply today.<br>
<br>
To help create the best experience during the recruitment process, please describe any disability-related adjustments or accommodations you may need.<br>
<br>
<b>EY</b> | Building a better working world<br>
<br>
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.<br>
<br>
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.<br>
<br>
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.</p></div>

Mastercard

<div><p><b>Our Purpose</b></p><p></p><p><i>
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we&rsquo;re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.</i></p><p></p><p><b>
Title and Summary</b></p><p></p>
Associate Managing Consultant, Marketing Services - Advisors &amp; Consulting Services<p></p>
Associate Managing Consultant, Marketing Services - Advisors &amp; Consulting Services<br>
Job Description Summary<br>
<br>
Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. Our Advisors &amp; Consulting Services team combines traditional management consulting with Mastercard&rsquo;s rich data assets, proprietary platforms, and technologies to provide clients with powerful strategic insights and recommendations. Our teams work with a diverse global customer base across industries, from banking and payments to retail and restaurants.<br>
<br>
The Advisors &amp; Consulting Services group has five specializations: Strategy &amp; Transformation, Performance Analytics, Business Experimentation, Marketing, and Program Management. Our Marketing consultants lead the strategy development and implementation of campaigns and engagements for clients. They use customer data to provide deep direct marketing expertise across channels, evaluating campaign results and adapting the approach to optimize marketing performance.<br>
This role sits within the Marketing specialization and works closely with Strategy &amp; Transformation, Analytics, and Experimentation teams to deliver integrated solutions.<br>
<br>
Positions for different specializations and levels are available in separate job postings. Please review our consulting specializations to learn more about all opportunities and apply for the position that is best suited to your background and experience: https://careers.mastercard.com/us/en/consulting-specializations-at-mastercard<br>
<br>
Envision this role as the pivot in a thrilling marketing services transformation. It's about fully embracing and fueling change while seamlessly balancing traditional marketing endeavors. This profile thrives in a dynamic environment, contributing ideas, and actively steering this transformational journey.<br>
<br>
Roles and Responsibilities<br>
Client Impact<br>
<ul><li>Deliver exceptional digital marketing initiatives guided by data analytics, ensuring measurable business impact</li><li>Lead client engagements from planning to execution, collaborating with cross functional teams to design and deliver measurable marketing campaigns</li><li></li></ul>Own full lifecycle delivery of Marketing Services projects, ensuring financial targets, KPIs, and performance metrics are achieved.<br>
<br>
<ul><li>Implement data-driven digital marketing solutions, including campaigns, marketing automation, and lifecycle management initiatives</li><li>Ensure operational project execution within agreed milestones and budget</li><li>Manage creative development and media planning, meeting high-quality standards aligned with client needs</li><li>Assess, recommend and improve the performance of client&rsquo;s marketing activities by using data insights and data visualization tools</li></ul>
Team Collaboration &amp; Culture<br>
<ul><li>Collaborate with internal and external marketing partners to support business growth</li><li>Delivery within timeline and budget targets
</li><li>Achievement of client KPIs (e.g., ROI uplift, conversion improvements, customer engagement lift)
</li><li>Quality of insights and recommendations
</li><li>Stakeholder satisfaction indicators</li></ul><br>
Qualifications<br>
<ul><li>Hands-on Experience: experience in integrated marketing, with a strong focus on digital marketing planning and data-driven implementation</li><li>Client Management: track record in managing client accounts and leading digital marketing solutions</li><li>Project Execution: Ability to plan and execute marketing strategies and campaigns across key marketing channels to drive impactful outcomes</li><li>Collaboration: Thrive in a matrix organization structure, manage internal and external stakeholders effectively</li><li>Communication: Excellent communication and presentation skills, capable of influencing colleagues and clients on the value of digital marketing projects</li><li>Innovation: Show the ability to ideate, manage, and roll out complex and competitive digital marketing initiatives</li><li>Education: Relevant marketing degree or equivalent experience needed</li><li>Ability to communicate effectively in English and the local office language
</li><li>Eligibility to work in the country where you are applying, as well as apply for travel visas as required by travel needs</li><li>Ability to travel to client sites on a semi-regular basis</li></ul><p></p><p><b>
Corporate Security Responsibility</b></p><p><br>
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:</p><ul><li><p>
Abide by Mastercard&rsquo;s security policies and practices;</p></li><li><p>
Ensure the confidentiality and integrity of the information being accessed;</p></li><li><p>
Report any suspected information security violation or breach, and</p></li><li><p>
Complete all periodic mandatory security trainings in accordance with Mastercard&rsquo;s guidelines.</p></li></ul></div><p></p>

Associate Managing Consultant, Marketing Services - Advisors & Consulting Services

Wellington Management

<div></div><div><div>About Us</div><div></div><div>
Wellington Management offers comprehensive investment management capabilities that span nearly all segments of the global capital markets. Our investment solutions, tailored to the unique return and risk objectives of institutional clients in more than 60 countries, draw on a robust body of proprietary research and a collaborative culture that encourages independent thought and healthy debate. As a private partnership, we believe our ownership structure fosters a long-term view that aligns our perspectives with those of our clients.</div><div></div><div>
About the Role</div><div></div><div>
Based in Boston, the Manager, Americas Client Service Operations will be part of the global Client Service Operations (CSO) team. This role is within the larger &lsquo;Client Operations&rsquo; group, which aims to foster a robust risk culture while enhancing our global support model to provide excellent service to both internal and external stakeholders. The Manager will play a central role supporting the Americas Institutional and Americas Wealth business lines, working closely with Global Operations, Trading, Portfolio Implementation, and the broader infrastructure platform to deliver best-in-class operational support and solutions.</div><div><br>
The Manager US Client Operations is a strategic leader responsible for overseeing the delivery of exceptional client service across the organization. This role ensures operational excellence, consistency and scalability while continuously enhancing the client experience. The Manager has line management responsibilities for operational servicing personnel in the region, leads cross-functional initiatives, manages third-party vendors, and partners with regional leaders to establish a unified global service model. With a focus on process improvement, performance management, and client satisfaction, this role is critical to driving retention and long-term growth. The ideal candidate will be driven, possess strong people and project management skills, and demonstrate the ability to communicate effectively at all levels of seniority.</div><div></div><div>
KEY RESPONSIBILITIES</div><ul><li><div>
Lead and manage the client operations organization, including daily operational support, issue resolution, and ongoing client communications.</div></li><li><div>
Partner with regional client operations leaders to build and maintain a consistent global client servicing model, ensuring alignment on standards, processes, and best practices</div></li><li><div>
Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure excellence in client support.</div></li><li><div>
Develop and implement scalable processes that enhance the client experience while improving internal efficiency.</div></li><li><div>
Analyze trends in client issues and feedback to inform product and process improvements.</div></li><li><div>
Collaborate with cross-functional leaders (Client Platform, Investment Platform, Infrastructure Platform) to resolve complex client challenges, anticipate evolving needs, and deliver scalable, client-centric outcomes.</div></li><li><div>
Mentor and develop a high-performing, client-focused team.</div></li><li><div>
Manage budgets and relationships with third-party providers to ensure quality, compliance, and alignment with client service standards.</div></li><li><div>
Serve as a senior point of escalation for high-impact client concerns.</div></li></ul><div></div><div>
REQUIREMENTS</div><ul><li><div>
10+ years of experience in client operations, investment operations, or related field, with at least 5 years in a leadership role.</div></li><li><div>
Proven success building and scaling teams in a fast-paced environment.</div></li><li><div>
Proven track record of leading transformation and continuous improvement efforts, including redesigning processes, improving service models, and driving measurable efficiency and client experience gains.</div></li><li><div>
Excellent organizational, communication, and leadership skills.</div></li><li><div>
Strong analytical and problem-solving abilities.</div></li><li><div>
Experience managing third-party service providers or outsourced teams, including contract oversight, SLA adherence, and performance reviews.</div></li></ul><div></div><div>
Not sure you meet 100% of our qualifications? That&rsquo;s ok. If you believe that you could excel in this role, we encourage you to apply and welcome a chance to review your background. We are dedicated to building and maintaining a diversified workforce and considering a broad array of candidates with a variety of skill, workplace experiences, and backgrounds.</div><div></div><div><i>
As an equal opportunity employer, Wellington Management ensures that all qualified applicants will receive equal consideration for employment without regard to </i><i>r</i><i>ace, color, sex, sexual orientation, gender identity, gender expression, religion, creed, national origin, age, ancestry, disability (physical or mental), medical condition, citizenship, marital status, pregnancy, veteran or military status, genetic information or any other characteristic</i><i> protected by applicable law</i><i>.</i><i> If you are a candidate with a disability, or are assisting a candidate with a disability, and require an accommodation to apply for one of our jobs, please email us at </i><div><i>GMWTalentOperations@wellington.com</i></div><i>.</i></div><div></div><div>
At Wellington Management, our approach to compensation is designed to help us attract, inspire and retain the best talent in our industry. We strive to pay employees fairly and competitively across all levels and roles. Our approach to compensation considers all aspects of total compensation; all employees are eligible to receive salary, variable compensation, and benefits. The base salary range for this position is:</div>
USD 120,000 - 225,000<div><div>
This range takes into account the wide range of factors that are considered when making compensation decisions, including but not limited to skill sets; role; skills and experience; certifications; and education. This range is an estimate, and further details on salary and total compensation aspects will be shared with candidates during the recruitment process.</div></div><div></div><div><div><br>
Base salary is only one component of Wellington&rsquo;s total compensation approach. Other rewards may include a discretionary Corporate Bonus and/ or Incentives, if eligible. In addition, we offer a comprehensive and high value benefit package to meet the unique needs of our employees and their families, and we are committed to fostering a flexible work environment that enables employees to thrive personally and professionally. Examples of our benefits include retirement plan, health and wellbeing, dental, vision, and pharmacy coverage, health savings account, flexible spending accounts and commuter program, employee assistance program, life and disability insurance, adoption assistance, back-up childcare, tuition/CFA reimbursement and paid time off (leave of absence, paid holidays, volunteer, sick and vacation time)</div><div></div><div>
We believe that in person interactions inspire and energize our community and are essential to our culture. In support of this commitment, our employees work from our offices 4 days a week with flexibility to work remotely 1 day a week. We believe that this approach ultimately supports our mission to deliver investment excellence to our clients and their beneficiaries over the long term.</div></div></div>

Manager, Americas Client Service Operations

First Abu Dhabi Bank (FAB)

<div>
 <strong>
  Job Responsibilities
  <br/>
  <br/>
 </strong>
 The Manager, Client Services is responsible for assisting the Elite Banking business segments with daily
 <br/>
 <br/>
 operational matters as well as providing high level of customer service to new and existing clients.
 <br/>
 <br/>
 The Manager, Client Services will be embedded with the Sales Team, however they are independent from the
 <br/>
 <br/>
 Sales functioned and managed by the Head of Elite Client Support to ensure standardization of services
 <br/>
 <br/>
 rendered to the front line across all Manager, Client Services. The role is also to convey to the Quality
 <br/>
 <br/>
 Assurance Team process gaps, opportunities to reduce turnaround time to increase efficiency, reduce errors
 <br/>
 <br/>
 and enhance controls.
 <br/>
 <br/>
 This is a fast paced, office based working environment with persistent pressure to meet deadlines and to
 <br/>
 <br/>
 handle multiple assignments at any given time.
 <br/>
 <br/>
 <strong>
  The Manager, Client Services Must
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Be a highly motivated individual with good interpersonal and communication skills (multi-lingual
   <br/>
   <br/>
  </li>
 </ul>
 being an advantage)
 <br/>
 <br/>
 <ul>
  <li>
   Demonstrate high levels of professional discretion and work ethics as well as having the ability to
   <br/>
   <br/>
  </li>
 </ul>
 handle difficult situations/clients in a calm positive manner.
 <br/>
 <br/>
 <ul>
  <li>
   Demonstrates a willingness for personal development through ongoing internal and external training
   <br/>
   <br/>
  </li>
 </ul>
 programs
 <br/>
 <br/>
 <ul>
  <li>
   Adheres to the Banks timings and work structure
   <br/>
   <br/>
  </li>
 </ul>
 To support Elite Head and Team Leaders for coordination and administration activities to enable the dayto-
 <br/>
 <br/>
 day running of Elite unit.
 <br/>
 <br/>
 <strong>
  Generic And Job Specific Accountabilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provide high quality &amp; unbiased service to all clients assigned to the RM either by phone, emails or in
   <br/>
   <br/>
  </li>
 </ul>
 person in relation to any query or request they have.
 <br/>
 <br/>
 <ul>
  <li>
   Client point of contact in the absence of the RM.
  </li>
  <li>
   Provide assistance to the RM&rsquo;s in opening and closing accounts. Performs necessary compliance and
   <br/>
   <br/>
  </li>
 </ul>
 KYC checks etc. &amp; ensuring error free submissions. Following up with clients for remediation
 <br/>
 <br/>
 (documents only) of existing accounts, which has to be achieved within the required timeframe, with
 <br/>
 <br/>
 the ability to escalate concerns, errors in documentation to the functional manager.
 <br/>
 <br/>
 <ul>
  <li>
   Process all clients Transfers/Remittances/FD/FX deals etc. within agreed TAT as per SLA agreements.
   <br/>
   <br/>
  </li>
 </ul>
 Obtaining special rates and tracking from end-to-end for successful completion. Monthly MIS report
 <br/>
 <br/>
 will be generated and escalated to Line manager and Quality Assurance to identify delays in order to
 <br/>
 <br/>
 enhance the process. SSO should ensure RFT ( Right First Time ) for all submissions.
 <br/>
 <br/>
 <ul>
  <li>
   Coordinate with Investment desk, TED, AMO, Custody, Securities for all Investment trades for end-toend
   <br/>
   <br/>
  </li>
 </ul>
 follow up. Monthly MIS on turnaround time with the respective business units to be escalated to
 <br/>
 <br/>
 the Line Manager and the Quality Assurance team
 <br/>
 <br/>
 <ul>
  <li>
   Perform signature verification checks and make call backs as per requirement (if permitted by TL)
  </li>
  <li>
   Liaise with internal stakeholders for any follow-ups
  </li>
  <li>
   Liaise with international branches as and when required (if applicable)
  </li>
  <li>
   Provide clients with updated bank and portfolio statements. MIS on the volume of requests to be
   <br/>
   <br/>
  </li>
 </ul>
 provided to the Line Manager and Quality Assurance.
 <br/>
 <br/>
 <ul>
  <li>
   Prompt follow-up and delivery of security items e.g. Debit/Credit cards, cheque books, returned
   <br/>
   <br/>
  </li>
 </ul>
 cheques. Ensure proper registration and storage of the same. Relevant registers are required to be
 <br/>
 <br/>
 updated and exceptions to the process is to be escalated to the Line Manager.
 <br/>
 <br/>
 <ul>
  <li>
   Logging and continuous follow-up of all customer complaints in the CMS system within the TAT to
   <br/>
   <br/>
  </li>
 </ul>
 ensure customer satisfaction. Monthly MIS will be shared with management to monitor and identify
 <br/>
 <br/>
 any customer complaint trends which can be recommended for corrective action.
 <br/>
 <br/>
 <ul>
  <li>
   Update and monitor all trackers daily/weekly/monthly and ensure correct registration of any
   <br/>
   <br/>
  </li>
 </ul>
 documents received from clients to maintain audit flow
 <br/>
 <br/>
 <ul>
  <li>
   Attend internal/external training as required for business needs as well as personal development
  </li>
  <li>
   Monitor and escalate the ICCS system for the relevant department as requested
  </li>
  <li>
   Assist in mentoring and training other staff whenever possible
  </li>
  <li>
   Provide cover during leave periods for colleagues
  </li>
  <li>
   Strict adherence to Banks policies and procedures, compliance, and regulatory requirements
  </li>
  <li>
   Zero unsatisfactory comments from audit. Complete and timely co-operation with any requests from
   <br/>
   <br/>
  </li>
 </ul>
 audit or compliance
 <br/>
 <br/>
 <ul>
  <li>
   Willing to move from segment to segment as per management request.
  </li>
  <li>
   Any other additional tasks as assigned by management.
  </li>
 </ul>
</div>


Manager, Client Services

Emirates Islamic

<div><p>In line with the UAE Government&rsquo;s strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success.
</p><p><b><i>We are looking to find the best UAEN talent to join our ENBD family </i></b>.
</p><p><b>Organization Unit Purpose
</b></p><p>The client services team in corporate banking, supports the corporate relationship team in meeting the expectations of the client and supporting the team for all client matters with respect to Service and operational related requirements. This ensures that Relationship team is focused on revenue generation opportunities and service matters of the clients are managed by the Client Services team.
</p><p>The team is the point of contact for all Corporate Customers and provide end to end service for all operational related matters. The team also manages the Client queries received directly or referred through coverage to be addressed/resolved.
</p><p>The team is responsible to ensure the following :
</p><ul><li>Establish efficient processes to service the clients resulting in faster TAT, proactive support and satisfied customers.
</li><li>Liaise with other units of the bank mainly being, Trade, Services operations, Governance team, Group Compliance, Channels and Implementation team to ensure end to end resolution
</li><li>Ensuring client static and dynamic information is updated efficiently across all data users efficiently. This includes but is not limited to consumption of data points for compliance and regulatory information
</li><li>Full support to the Coverage team with all day to day operational matters, enabling them to focus on direct revenue generating business activities. This include but are not limited to VAT \ Account statements, tracking of payments, referrals management, resolutions to client issues, collaboration with channels \ other units to support clients.
</li><li>Collaborate between BU Governance for compliance and Coverage to ensure the BU has complied with ongoing requirements.
</li><li>Support the BU in collating documentation and resolving all queries, issues with the coverage team.
</li><li>Communicate with client via email/phone and provide support for managing payments and account maintenance related inquiries and requests
</li></ul><p><b>Job Purpose
</b></p><p>The customer service Assistant Manager supports the Relationship Managers - coverage team to ensure that all customer related processes, queries, issues &amp; challenges are handled in an efficient and professional manner within the agreed TATs thereby delivering superior service experience to the customers.
</p><p>This is a high volume high intensity team and experienced- qualified Assistant manager is key to manage and deal with client queries, escalations and stakeholders within the bank.
</p><p>The assistant manager also ensures that :
</p><ul><li>Services are delivered consistently to clients
</li><li>Issues are prioritized in light of the attention required
</li><li>Identify opportunities to automate and make the processes efficient
</li><li>Proactive customer engagement for pre-empted issues such as major system changes.
</li><li>Ensure customers' operational needs and requirements are timely addressed.
</li><li>Minimum engagement of RMs in operational issues- which will help coverage also to gain maximum wallet share of business and generate maximum yield from clients.
</li><li>Knowledge of bank wide systems, processes, products, departments &amp; updates.
</li></ul><p><b>Job Content
</b></p><p>Addressing all incoming client queries &amp; issues.
</p><ul><li>Close follow up with no reminders to resolve client issue.
</li><li>Timely escalation if required for closure.
</li><li>Highlighting the complex issue for permanent resolution.
</li><li>In depth knowledge of banking products.
</li><li>Familiar with systems, policies &amp; departments.
</li><li>Proactivity towards resolution.
</li><li>Proactively identifying issues &amp; managing client expectations
</li><li>Max client engagement.
</li><li>Ability to address cross product client queries- TRADE, online solutions.
</li><li>Ensure that clients are on boarded to bank's different solutions &amp; various products: SB-ST, online banking, cash solutions.
</li></ul><p>Constant level of client services
</p><ul><li>Ensure top class customer service by coordinating with all units involved including trade finance, Treasury , OPC, branches etc. to resolve customer's queries and processing customers' requests in a timely manner. And significant knowledge of banking product.
</li></ul><p>Contribute in process &amp; system improvements
</p><ul><li>Highlight the daily challenges impacted client experience &amp; ways to improve the client journey.
</li><li>Monitoring of the daily repetitive activities (i.e. A.C. Maintenance, compliance referrals) &amp; highlight any duplication of efforts, quick fixes.
</li></ul><p>Stakeholder Engagement
</p><ul><li>Coordination on behalf of coverage team with Internal Stakeholders (primarily Group Operations, Tanfeeth, GOPs, and RD) to address RMs &amp; Clients issues.
</li></ul><p>High level efficiency and compliance; fair background of TRADE, Operations &amp; back office.
</p><ul><li>Ensure all processes are executed as per bank policy;
</li><li>Preparation of reports on relevant segment-portfolio for management purposes. CS team activities, challenges;
</li><li>Reporting the critical issues to CS management for further escalation to C&amp;IB Ops risk and senior management &mdash; at the appropriate time.
</li></ul><p><b>Education
</b></p><ul><li>The incumbent will have a degree education as a minimum.
</li><li>BBA/MBA/CA.
</li></ul><p><b>Experiences
</b></p><ul><li>The incumbent will at least 5 years of banking / Financial Industry experience in a recognized regulated market;
</li><li>International Banking Experience;
</li><li>Experience preferably within C&amp;IB related units (Trade, Cash, Credit, Treasury Products &amp; OPS);
</li><li>Knowledge of banking operations in terms of branch and back office processes.
</li></ul><p><b>Knowledge &amp; Skills
</b></p><ul><li>Product &amp; Process understanding for Wholesale Banking in general &amp; Analytical skill;
</li><li>Credit analysis, trade finance products, operations knowledge;
</li><li>Strong managerial skills in order to handle operations/portfolio accounts and to co-ordinate with other units;
</li><li>Proficiency in PowerPoint &amp; Excel;
</li><li>Regulatory requirements understanding &mdash; within UAE.
</li></ul><p><b>Behavioral Competencies
</b></p><ul><li>Taking initiatives and proactive;
</li><li>Team person;
</li><li>Positive attitude towards customers, colleagues and superiors;
</li><li>Self-starter and Independent;
</li><li>Assertive and confident;
</li><li>Committed to creating a continuous improvement culture within a team and organization;
</li>Interpersonal abilities to present a business-friendly image to all internal and external stakeholders.<br>
<li>
</li></ul><p></p><p>#L1-KB1</p></div>

Assistant Manager - Client Services (UAE National)

Emirates NBD

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