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Customer Service Manager

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Closing date

17-Dec-2023 Job Purpose

  • Supporting the portfolio of Mashreq Private Banking clients with personalized and standardized service.
  • Supporting the RMs with outbound calling exercise in promoting (non-investment related) campaigns to existing private banking clients through client calls.
  • Providing superior customer service promptly & effectively within acceptable TATs & without compromising on controls.
  • Adherence to Private Banking policies/ procedures & SOPs / ADMs available on the Intranet.
  • Ensure satisfactory audit outcomes.
  • Work closely and effectively with other internal customers / stakeholders.

Key Result Areas

Relationship Management Support

  • Support RMs to free up their time & be the first face to the customer for inquires & all service-related activities via any channel.
  • Assist the RMs to conduct proper KYC in order to fulfil the compliance requirement on KYC; ensure client documentation such as overdue KYC, Visa, Passport, Emirates ID, Constitutional documents etc. that are relevant for the KYC reviews are updated on a timely basis.
  • Support RMs in regular liaison with group compliance for discussions pertaining to any escalations; customer onboarding, items pertaining to AML/ KYC/DTRs/RFIs etc.
  • Work on projects as required to enhance overall client experience.

Customer Service

  • Responsible for servicing all banking needs (such as account opening/ account maintenance/ complaints handling/call backs /dormant/ cheque book / investment/insurance etc.)
  • Generate account statements, Investment portfolios to assist customers on analysis of health of their portfolios.
  • Ensure timely & accurate pre-processing checks for all customer requests & ensuring all transactions have been accurately executed & update of the daily trackers within the unit by adhering to the unit’s SOPs, meeting service standards & turnaround time’s outlined in SLA.

Risk management and Governance

  • Ensure error free checking to avoid any financial losses to the bank
  • Actively participate and contribute to reduce rejects & referrals on all transactions by accurately performing the preprocessing checks as laid out in the SOPs.
  • Ensure adherence to the KYC checklists & ensure no pending KYCs at your end.

Administration & Reporting

  • Ensure all exception reports / outstanding expired client documents are regularized within the approved deadlines.
  • Ensure the inhouse daily trackers at a unit level are updated daily and accurate.
  • Provide regular feedback to LM on improving current processes / service-related issues
  • Ensure effective handling of customer complaints/inquiries.
  • Drive CRM usage & ensure all customer interactions (complaints, service request excluding EDMS, inquiries, campaign calling etc.) are appropriately & accurately recorded in CRM.

Governance and Audit

  • Liaising with operations for operational issues/ working with RMs/ Governance in rectifying all audit objections and queries.
  • Effective implementation of all audit recommendations and procedures as advised by Senior Management
  • Refer all matters of non-routine nature to appropriate superiors

Knowledge, Skills and Experience

  • Shall be a graduate with experience in banking / service industry/pleasant personality
  • Must have good negotiation, decision making and superior interpersonal skills.
  • Good command in spoken English, excellent writing skills & pleasant personality
  • Conversant with local regulations and business environment & very customer oriented
  • Ability to manage difficult situations.


in Qatar , Doha city

number of positions

1 Jobs available, apply now

job type


experience years

مستوى متوسط الأقدمية

6 months ago
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