Manager Client Services Support

First Abu Dhabi Bank

Key Responsibilities

• Act as the primary liaison between CIB clients and various internal departments.
• Manage client service requests, ensuring timely and accurate resolution.
• Collect documentation required by bank policy and regulatory authorities.
• Educate clients on banking regulations, account services, and digital channels.
• Maintain clear and consistent communication with clients and internal stakeholders.
• Resolve client grievances and ensure root-cause mitigation to prevent recurrence.
• Support SLAs management with clients and assist in periodic reviews.

Operational Support

• Maintain up-to-date records of all service requests, queries, and correspondences.
• Manage custody of security items and ensure proof of delivery as per policy.
• Identify risk areas and recommend improvements to enhance process efficiency.
• Support compliance with internal operational procedures, audit standards, and risk controls.

Trade Finance & Back-Office Assistance

• Provide backend support on trade-related transactions including L/Cs, Guarantees, TRs, and export/import queries.
• Review approvals obtained by RM or business teams.
• Authorize trade transactions and perform system bookings for all trade finance activities.
• Handle day-to-day trade queries, HNI trade documentation, charges, and exceptions.
• Coordinate with compliance, product teams, and other departments for approvals and clarifications.
• Support e-channel troubleshooting related to corporate clients.

Customer Experience & Issue Resolution

• Manage customer complaints for CIB and ensure timely SLA-based closure.
• Work with stakeholders on root-cause analysis and implement non-repetition strategies.
• Support enhancement of Customer Experience Centre processes.

Reporting & Governance

• Assist with preparation of reports, operational statements, and record-keeping for audits.
• Follow all policies, procedures, and governance frameworks.
• Maintain high accuracy, confidentiality, and adherence to internal standards.

Skills Set

• Client service & support
• Banking operations
• Trade finance knowledge
• Documentation & compliance
• Issue resolution
• Communication & coordination
• Risk awareness
• Process improvement