Service Manager

Service Manager, Private Banking

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

Private Banking provides high-net-worth clients with an end-to-end banking service to help manage their full banking and investment needs effectively. Our dedicated bankers provide a wide variety of solutions to meet clients’ investment and borrowing requirements, including complex and bespoke loan structuring. Wealth preservation requirements are addressed through a comprehensive wealth planning solution, tailored to individual needs

In this role, your key responsibilities include:

• Process Improvement - Review Excellency segment processes, regularly monitor service indicators and provide recommendations for process improvements to the line manager, in order to reduce turnaround time and to enhance customer experience through standardisation of processes and procedures
• Management Reporting - Analyse and report (Management Information Systems (MIS) ) on various aspects of operation and service quality including Key Service Indicators (KSI), client contact statistics, complaint monitoring system for the Excellency segment in order to create and suggest action plans to the line manager
• Portfolio Management - Ensure service is provided for portfolio assignment/re-assignment to the RMs within the HNW customer segment to ensure the agreed guidelines along with segment change are maintained
• Oversee the transition between HNW and Retail segments for HNW profile customers and identify and fulfil account closures which are non-profitable accounts to ensure the portfolio is transferred smoothly and the customer does not face any issues in service
• People Management - Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance
• Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems
• Policies, Processes, Systems and Procedures - Implement approved policies, processes and procedures, and ensure strict  adherence to compliance policies and procedures by service teams across all customer interactions so that work is carried out to the required standard
• Ensure that the service team delivers best-in-class service, whilst safeguarding the Bank and delivering required standards of service to customers and stakeholders
• Continuous Improvement - Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the Bank’s standards
• Customer Service - Ensure efficiency and accuracy in all Relationship Officers’ dealings with the customers by implementing service level standards in line with the Bank’s service standards
• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions

The ideal candidate should have the following experience

• At least 6 years of experience in Banking operations, spread across various roles within Wealth Management/HNW Banking
• Bachelor’s Degree in Business Administration, Accounting or Finance or related field
• Proficient in Microsoft office
• Excellent analytical skills

What we offer:

• Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.