Head of Client Services & KYC Business Banking

Job Title:

Head of Client Services & KYC Business Banking – UAE National

Location:

Dubai, UAE

Job Purpose:Ensure end-to-end effective and satisfactory KYC maintenance for Business Banking customers. Ownership of digitizing the KYC journey. Work with Compliance to shape the KYC policies appropriately, reducing operational risks while enhancing client experience and process efficiency. Manage the BB Client Service team to deliver consistently good client experience. Initiate and Manage projects focused on improving client satisfaction and business efficiency, across all of Business Banking. Ensure adherence to the Control framework within Business Banking.

Responsibilities:

Monitor and manage overdue KYC for clients below an agreed threshold.
Ensure continuous improvement in the KYC journey.
Continuously train service staff to enhance customer experience.
Identify areas of process improvement and engage with relevant stakeholders.
Continuously manage and drive NPS for Business Banking customers with respect to their KYC an Client Service experience.
Ensure proper control of daily Client Service activities, i.e., SME customer query / problem handling in Mashreq branches.
Identify automation opportunities to reduce Branch footfall and lead the branch transformation and meet all transaction migration KPIs.
Drive the Emiratization Plan / initiatives by establishing career growth plans for UAE nationals, supporting the talented / skilled fresh graduates.
Monitor and take remedial actions to improve Saadati Scores.

Requirements:

Excellent leadership and management capability including effective management of stakeholders.
Good understanding of KYC standards for Business Banking, and associated risks.
Sound knowledge of regulations, Compliance and AML and legal aspects of Banking in UAE.
Good understanding of Operational Risk Management.
Good understanding of all target segments and propositions as well as solutions to meet their needs.
Strong customer service outlook with a focus on enhancing customer experience.
Project Management Skills.
Thorough awareness of all Business banking products, Branch operations and services.
Conversant with Core systems, Policies and Procedures.