Customer Services

<p><strong>Job Summary</strong></p><p> Meet & greet the customer who visits the consulate. Assist customers when token number are called and direct the customer accordingly. Print required documents (as and when required by the client) and scan the barcodes of the tokens. Any administrative tasks assigned by the SPOC (Single Point of Contact) and the Consulate. </p><p><strong>Desired Candidate Profile</strong></p><p>Educational Qualification to a Level of Higher Secondary/High School (passed) </p><p>Experience -Minimum 1- 3 years' experience in Customer Services preferably in the Service or Hospitality industry.</p><br><p>Language Proficiency should be in English and Farsi. </p><br><p>Should be highly motivated candidate<br><br></p><p><strong>Skills:</strong></p><ul><li><p>Exceptional attention to detail and accuracy in data entry.</p></li><li><p>Strong verbal communication skills in Japanese is desired for this position.</p></li><li><p>Proficiency in additional languages is a definite plus.</p></li><li><p>Excellent customer service skills with a patient and empathetic approach.</p></li><li><p>Strong organizational and time management abilities.</p></li><li><p>Proficient in using computers and standard office software.</p></li></ul><p><br></p>

<p><strong>Job Summary</strong></p><p>We are seeking highly motivated candidates for the Trainee Customer Service and Operations Officers to join our team. In the role, your primary responsibility will be to provide exceptional service to visa applicants and other visitors.</p><br><p>Key Responsibilities: </p><br><p>Customer Service: Interact with visa applicants/visitors in a friendly and professional manner, ensuring a positive customer experience. Information and Assistance: Provide accurate and up-to-date information on visa application procedures, requirements, and related services. Assist applicants in filling out application forms and guide them through the process. </p><br><p>Document Verification: Review and verify visa application documents for completeness and accuracy, ensuring all necessary supporting materials are included. Appointment Schedules: Manage appointment schedules and ensure timely processing of visa applications. Assist in the coordination of visa process other related services. </p><br><p>Issue Resolution: Address customer inquiries, concerns, and complaints promptly and effectively, striving to resolve as per customer's satisfaction. Data Entry : Accurately input applicant information into our systems, maintaining a high level of data integrity. </p><br><p>Administrative Support : Provide general administrative support to the Visa Application Centre operations, including record-keeping, handling phone inquiries, and managing customer queues.</p><br><p><strong>Desired Candidate Profile</strong></p><p>Qualifications: High school diploma or equivalent. A bachelor's degree is a plus. </p><br><p>Excellent communication and interpersonal skills. Customer Service-Oriented with a strong dedication to customer satisfaction. Proficiency in using computer applications and office equipment. Ability to handle a high volume of customers while maintaining composure and professionalism. Detail-oriented and organized with good time management skills. </p><br><p>Experience: 0 – 12 months of experience in any industry, preferably in Travel and Tourism or Service industry. </p><br><p>Knowledge & Key Skills: Basic Knowledge of Computer skills Proficiency in MS office & good typing speed Adaptability and presence of mind to handle customer queries and complaints.</p>

Role Profile <br><br>Hourly Paid (AD-HOC) - Customer Service Representative <br><br>Role information<br><br>Role type<br><br>Hourly Paid (AD-Hoc Basis) Customer Service Representative – Abu Dhabi<br><br>Pay band<br><br>Reports to<br><br>Business Delivery<br><br>Grade 4 / H<br><br>Customer Service Team Manager<br><br>Role purpose<br><br>The Customer Service Representative (CSR) delivers consistent, high-quality experiences across all customer channels – face-to-face, phone, email, web chat, and social media. As the first point of contact, they manage enquiries, registrations, complaints, and transactions efficiently, ensuring accurate information, smooth customer journeys, and adherence to service standards.<br><br>CSRs resolve most issues at first contact, escalate when needed, and identify opportunities to promote relevant products and services, supporting both sales and retention. The role demands strong compliance, data accuracy, and effective use of systems such as CRM and registration platforms.<br><br>Offering a clear growth pathway from inductee to specialist, the CSR combines service excellence with proactive engagement to drive customer satisfaction, loyalty, and advocacy, while contributing to revenue growth and the British Council’s mission of building trust and understanding worldwide.<br><br>Role context<br><br>The Customer Service Representative (CSR) is part of the Sales and Customer Service function, which underpins the British Council’s mission by delivering excellent customer experiences, strengthening loyalty, and supporting business growth. As frontline representatives, CSRs interact with thousands of customers each year, ensuring professionalism, consistency, and alignment with brand values. By working across multiple channels and service types, they play a key role in connecting customers to our products and services, contributing directly to the organisation’s commercial success and its wider purpose of building trust and understanding worldwide.<br><br>Main accountabilities<br><br>Deliver excellent customer service across multiple channels (face-to-face, phone, email, web chat, social media), ensuring enquiries, complaints, and registrations are handled professionally, accurately, and in line with service standards. Maintain accurate and timely data entry on CRM and other systems, ensuring compliance with safeguarding, financial, and information security policies. Identify opportunities during service interactions to recommend suitable products and services, contributing to sales and retention targets. Provide feedback and insights on customer needs, behaviours, and issues to support continuous improvement and Voice of the Customer initiatives. Support the delivery of operational processes such as booking consultations, payments, refunds, and customer communications, ensuring alignment with quality audit requirements. Continuously develop knowledge of British Council products, services, and policies to ensure customers receive up-to-date and accurate information. <br><br>Role specific knowledge and experience<br><br>Minimum/essential<br><br>Experience of working in a customer-facing role, delivering services to agreed quality standards. Strong computer literacy with the ability to use standard applications confidently. <br><br>Desirable<br><br>Experience of supporting service-to-sales opportunities within a customer interaction. Proficient in using computer systems and digital tools including CRM platforms and online registration systems. <br><br>Language Requirements<br><br>English C1 and local language <br><br>Additional Job Requirements<br><br>Proof of Identity requirements/right to work in country<br><br>Candidates are expected to have their own visa as this is an hourly paid (ad-hoc basis) contract and the British Council will not be sponsoring visa.<br><br>Preference that applicants have a valid UAE driving license.

<p> Manage the day-to-day handling of all customer inquiries via the website, walk-ins, WhatsApp, CRM-transferred calls, emails, and Instagram, with the objective of converting leads into sales, including the handling and preparation of third-party orders.</p><p> Manage housekeeping standards, ensuring all flowers and merchandise on display are of high quality, properly priced, and visually appealing.</p><p> Process customer payments promptly and accurately across all methods, ensuring timely entry into the ERP system. Follow up sales payment for retail client.</p><p> Coordinate and ensure timely dispatching of orders and ensure accurate preparation of related documents (Consumption and Delivery Notes).</p><p> Communicate detailed order instructions to florists and storekeepers to ensure orders meet specifications, accuracy and availability of supplies.</p><ul><li><p> Conduct quality checks on products prior to dispatch to ensure they meet customer expectations and packaging standards. Ensure all marketing materials (barcodes, stickers, greeting cards, etc.) are included before delivery.</p><p> Perform surveys from Survey Link, Google Reviews, and other platforms and analyze the feedback with plans for customer service improvement.</p><p> Conduct regular website performance checks using an internal checklist.</p><p> Prepare quotations for B2C/Retail inquiries and monitor the progress of orders, including payment confirmation, material purchasing, order preparation, and final approval until the scheduled pickup or delivery date.</p><p> Ensure packaging supplies are always fully stocked. Coordinate with Admin to re-stock when stock levels reach the re-order point.</p><p> Coordinate with third-party partners for product updates, order processing, inventory management, and monthly invoicing, ensure consumption is within agreed budget.</p><ul><li><p>Act as the first point of contact for visitors by verifying their identity and purpose of visit, and coordinating with the relevant department. Control access to various departments of the business and remain vigilant to prevent unauthorized access, safety issues, or security incidents.</p></li><li><p>Assist with Wholesale Walk in clients invoicing and coordination.</p></li><li><p>Ensuring compliance with the rules, regulations, and Operational Policies and Procedures of Camelia.</p></li></ul></li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li>Bachelor’s degree in Hospitality Management or similar</li><li>Great Communication Skills- Fluent in English (writing and speaking)</li><li>Computer Microsoft (PowerPoint, Excel, word) </li></ul>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>To standardise and manage the overall service and operational quality across the entire Private Banking Division, ensuring adherence to banks policies, SOP's and compliance with regulations at all levels. To create, negotiate, implement and monitor the success of all SLA's with all partnersManagement all Client service officers and ensure proper levels of service.<br>Responsibilities:<br></p><ul><li>Complete re-engineering of the CSO team, client services units, while identifying proper capacity and utilizing all staff strengths. </li></ul><ul><li>Work closely with SFA/FA and Unit Heads to identify desired service levels.</li></ul><ul><li>Represent Private Banking in liaising with audit for operational issues/ working with SFA/FA in rectifying all audit objections and queries. </li></ul><ul><li>Lead Projects as required to improve overall client services including establishing privileged client handling in Branches , Mashreq Gold Centres, remote offices and other client service points including direct phone services</li></ul><ul><li>Standardise and manage the overall service quality at all Private Banking locations, and client touch points, including establishing priority service at call centre (CSU).</li></ul><ul><li>Monitor, supervise and continuously train new and existing CSO's.</li></ul><ul><li>Work closely with all operational and credit departments to ensure a seamless customer experience.</li></ul><ul><li>Create and monitor all service level agreements identifying any gaps and formulate solutions. </li></ul><ul><li>Ensure effective handling of customer complaints for Private Banking Clients.</li></ul><ul><li>Monitor customer feedback to ensure Private Banking standards are met at all levels.</li></ul><ul><li>Conduct regular reviews for the smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required.</li></ul><ul><li>Conduct overview of operational functions ensuring strict adherence to AML, SOPs and local Central Bank policies. Enhance controls where needed to manage operational risks.</li></ul><ul><li>Carry out regular checks on security items, as well as documentation as a pre-audit check to ensure adherence to policies as well as identify gaps.</li></ul><ul><li>Ensure excellent quality of KYC is maintained on all Private Banking clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis.</li></ul><br>Qualifications:<br><ul><li>Jobholder shall be a graduate with 10 years experience in banking/ service industry. </li></ul><ul><li>Jobholder must have good negotiation, leadership, decision making and superior interpersonal skills.</li></ul><ul><li>Good command in spoken English with excellent writing skills.</li></ul><ul><li>Expert in running service units with good team building skills.</li></ul><ul><li>Jobholder must be very customer oriented.</li></ul><ul><li>Conversant with local regulations and business environment.</li></ul><ul><li>Should have pleasant personality with ability to manage difficult situations. s</li></ul> </div>

Location<br><br>Dubai<br><br>Business Area<br><br>News and Media<br><br>Ref #<br><br>10050723<br><br>Description & Requirements<br><br>Bloomberg LP has built a significant Media business spanning television, digital, magazine, radio and live event platforms across the globe. In the midst of a historic time in the Media industry, Bloomberg Media is growing its global footprint and reach through new innovations from Originals to New Economy.<br><br>We work hard, and we work fast - while keeping up the quality and accuracy we're known for! It's what keeps us inventing and reinventing, all the time. "Our culture is wide open, just like our spaces." We bring out the best in each other. And through our countless volunteer projects, we help bring out the best in the communities around us, too. You can do amazing work here. Work you couldn't do anywhere else. It's up to you to make it happen.<br><br>We are looking for a highly meticulous and client-focused Client Services Manager to join our Client Services team. This role is responsible for the day-to-day leadership and execution of complex, custom, and integrated media partnerships, ensuring operational excellence, strong client relationships, and consistently high-quality delivery.<br><br>The Client Services Manager is an expert executor who thrives in fast-paced environments, translates client objectives into clear internal direction, and ensures work is delivered on strategy, on time, and on budget. While primarily execution-focused, this role also contributes to team knowledge-sharing, strategic ideation, and the commercial success of assigned partnerships.<br><br>This role is ideal for someone demonstrating strong judgment, growing strategic thinking, and readiness to take on increasing complexity and influence. A successful candidate displays a genuine curiosity, a positive can-do attitude, ability to effectively and productively collaborate, strength in communication, takes accountability, and leads with a growth mindset.<br><br>We'll Trust You To<br><br>End-to-End Campaign Leadership: Lead complex integrated media projects from initial kickoff through delivery, ensuring all milestones and KPIs are met. Operational Planning: Develop and manage detailed project timelines, workstreams, and deliverables while proactively mitigating risks and dependencies. Strategic Reporting: Translate raw data into compelling performance narratives, using storytelling to provide clients with actionable insights and recommendations. Cross-Functional Collaboration: Partner with internal teams—including Creative, Sales, Media, and Analytics—to ensure seamless execution across departments. Client Relationship Management: Act as the primary, trusted day-to-day contact, maintaining proactive communication and ensuring expectations are clearly managed. Revenue Support: Identify opportunities for campaign renewals and upsells by building deep client trust and demonstrating consistent delivery excellence. Process Optimization: Contribute to the evolution of internal workflows and best practices by sharing learnings through QBRs and team forums. Leadership & Growth: Model operational excellence and accountability, demonstrating the strategic judgment required to take on increasing responsibility.<br><br>You'll Need To Have<br><br>3–10+ years of experience in client services, account management, project management, or integrated production within a media or agency environment Experience delivering complex, cross-platform media campaigns Strong project management, organizational, and prioritization skills Solid analytical capability with the ability to interpret performance data and insights Excellent written and verbal communication skills Comfort operating in fast-paced environments with multiple stakeholders and deadlines A proactive, solutions-oriented mindset with strong attention to detail A positive, growth-oriented attitude with a desire to continue developing professionally<br><br>If This Sounds Like You<br><br>Apply if you think we're a good match. We'll get in touch to let you know what the next steps are, but in the meantime feel free to have a look at this:<br><br>Life at Bloomberg is many things, but it’s never dull. We're a truly global business with a truly diverse workforce. We pride ourselves on being open, inclusive and collaborative, and provide a work environment that inspires our employees to be their best. We offer competitive compensation, comprehensive healthcare coverage, and programs to support you and your family through different life stages, from parental leave to generous retirement savings plans.<br><br>If indicated, please note that years of experience are a guide; we will consider applications from all candidates who can demonstrate the skills necessary for the role.<br><br>Discover what makes Bloomberg unique - watch our for an inside look at our culture, values, and the people behind our success.

Company Description Artisan Ice Co. is Dubai’s first boutique hand-cut ice company, operating from an open-space production facility equipped with state-of-the-art technology. The company specializes in producing HACCP-certified 300 lb blocks of premium ice for the region’s hospitality and beverage sectors. By highlighting its unique production processes, Artisan Ice Co. offers clients a transparent view into the craftsmanship and quality behind its products. Team members work in a dynamic environment where safety, precision, and innovation are central to daily operations.<br>Role Description The Administrator and Client Services role is a full-time, on-site position based in Dubai. This role is responsible for managing daily administrative tasks, including scheduling, data entry, documentation, and coordination of internal workflows to support smooth production operations. The Administrator and Client Services team member serves as a primary point of contact for clients, handling inquiries, processing orders, managing service requests, and ensuring a high level of customer satisfaction. Day-to-day responsibilities include maintaining accurate records, supporting basic finance-related tasks such as invoicing and payment tracking, and collaborating with production and management teams to ensure timely delivery of services. The role also involves monitoring communication channels, preparing reports, and contributing to continuous improvement of client service processes.<br>Qualifications<br> Strong Client Services and Customer Service skills, with a focus on building positive, long-term client relationships. Excellent Communication skills, including clear verbal and written communication in English; Arabic proficiency is an advantage. Competence in Finance-related tasks such as basic invoicing, payment tracking, and support for financial documentation. Proven Administrative Assistance experience, including scheduling, record-keeping, document management, and office coordination. Good organizational skills, attention to detail, and ability to manage multiple tasks in a fast-paced environment. Comfort working on-site in a production facility and collaborating with cross-functional teams. Proficiency with common office software (e.g., MS Office, email, spreadsheets) and basic data entry tools. Previous experience in hospitality, food and beverage, or production environments is beneficial. Relevant diploma or degree in Business Administration, Customer Service, or a related field is preferred.

<p>We are looking for a friendly, professional, and customer-focused Customer Service Executive to join our team. The ideal candidate will be responsible for handling customer inquiries, providing excellent service, resolving issues, and maintaining strong customer relationships.<br /> Freshers are welcome to apply!</p> <p>Key Responsibilities<br /> &#8211; Handle customer inquiries through phone, WhatsApp, email, and other communication channels.<br /> &#8211; Provide accurate information about company products and services.<br /> &#8211; Respond to customer complaints and resolve issues professionally.<br /> &#8211; Follow up with customers to ensure complete satisfaction.<br /> &#8211; Maintain records of customer interactions and requests.<br /> &#8211; Coordinate with internal departments to resolve customer concerns.<br /> &#8211; Build and maintain positive relationships with customers.<br /> &#8211; Collect customer feedback and report issues to management.<br /> &#8211; Meet customer service and performance targets.<br /> &#8211; Assist with general administrative and customer service tasks.</p> <p>Requirements<br /> &#8211; Bachelor&#8217;s degree or relevant qualification.<br /> &#8211; Freshers are welcome to apply.<br /> &#8211; Previous customer service experience is an advantage but not mandatory.<br /> &#8211; Excellent communication and interpersonal skills.<br /> &#8211; Good English communication skills.<br /> &#8211; Professional, friendly, and positive attitude.<br /> &#8211; Strong problem-solving skills.<br /> &#8211; Basic computer and Microsoft Office knowledge.<br /> &#8211; Ability to work under pressure and manage multiple tasks.<br /> &#8211; UAE experience is an advantage.</p> <p>What We Offer<br /> &#8211; Competitive salary.<br /> -Training and development opportunities.<br /> &#8211; Friendly working environment.<br /> &#8211; Career growth opportunities.<br /> &#8211; Performance-based incentives.</p> <p>How to Apply<br /> Interested candidates can send their CV or contact us directly:</p> <p>WhatsApp/Call: +971 52 223 5315</p>

Third Bridge is a leading global research firm established in 2007, with a team of over 1,500 employees worldwide dedicated to fueling decisions with expert insights. We accelerate and enhance decision-making for investors and business leaders by unearthing unique expert insights across multiple sectors, geographies, and topics.<br><br>For nearly 20 years, we’ve helped clients access knowledge on demand from experts, in-person and through our Library covering over 65,000 companies.<br><br>Want to accelerate your career in a high-energy, commercial role? If you’re competitive, a confident communicator, both on the phone and in person, and hungry to grow fast, our Associate role at Third Bridge could be your next big move.<br><br>We’re offering more than a role - we’re offering a career launchpad. As a Client Services Associate, you’ll develop the commercial awareness and business acumen that open doors to long-term careers in sales, account management, leadership, research and so much more. We promote from within, and our top performers move into management in as little as two years.<br><br>You’ll Thrive If You<br><br>Love a fast-paced, target-driven environment Have the confidence to pick up the phone and start conversations with anyone Are naturally curious, quick to learn and love to solve complex problems Build rapport fast and think on your feet Are resilient and motivated to exceed goals<br><br>What You’ll Do<br><br>You’ll be at the heart of our business - finding, calling, and engaging industry experts to deliver the insights our clients need, often under extremely tight deadlines. Expect to spend much of your day on the phone, persuading specialists to share their expertise and securing their time for client calls.<br><br>Day To Day, You’ll<br><br>Own projects end-to-end, truly understanding the specific client needs and scheduling high-calibre expert calls. Cold call and engage experts across industries, overcoming objections and winning buy-in Work at speed, managing multiple projects and clients at once Learn fast, gaining broad knowledge of markets, business models, and regulations Cross-Sell the full range of Third Bridge services including content library, surveys, advisory, as well as 1-1 calls.<br><br>What You’ll Gain<br><br>Commercial edge: Sales, negotiation, relationship-building skills and the opportunity to develop leadership skills very early in your career Client exposure: Work with leading private equity firms, hedge funds, and consultancies Clear progression: Every manager started in the Associate role; promotion possible within 2 years Annual Personal Development Allowance to invest in your growth<br><br>Would you like to learn more about our Associate position? Take our free virtual job simulation and learn what it is like to work in this role.<br><br>What We’re Looking For<br><br>Business fluency in English<br><br>This is an early-career opportunity that requires a university degree with strong academic credentials and relevant experience. You’re intellectually strong, you’re ambitious, have leadership or extracurricular experience, and have shown grit through internships, work experience, or other achievements.<br><br>Salary And Benefits<br><br>Total first-year salary is expected to be AED 210,000 - AED 240,000 (based on average-high performance). This is in line with an AED 200,000 base salary plus an uncapped performance bonus accessible after your first month. Enjoy comprehensive benefits including health, dental, vision, and more. Appreciate good work-life balance with 20+ vacation days, flex days, and work from anywhere for one month per year. Be part of our engaging culture with social events, professional development, and a dynamic, supportive team.<br><br>Third Bridge values your trust and is committed to the responsible management, use, and protection of personal information. By submitting a Third Bridge job application, I hereby provide Third Bridge (including Third Bridge's affiliates and relevant third-party suppliers) with my consent to collect, store and process my personal information for the purpose of recruitment administration, as well as to share such personal information with third parties for the same purpose, in accordance with the Candidate Privacy Notice.<br><br>We know that to be truly innovative, we need to have a diverse team around us. That is why Third Bridge is committed to creating an inclusive environment and is proud to be an equal opportunity employer. If you are not 100% sure if you are right for the role, please apply anyway, and we will be happy to consider your application.

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong>ROLE PROFILE:</strong></p><br><br><ol><li>Maintain up to date knowledge of the AMBU operating assets (shopping centre’s) services, amenities/facilities, stores/locations, mall layout and any on-going/upcoming promotional activities, to ensure a smooth day to day functioning of the Customer Service Info desks.</li><li>Ensure smooth day to day operations of the Customer Service Information Desk under the direction and guidance of Supervisor and Team leader and in accordance with the established Customer Service processes and procedures.</li><li>Assist the customers at the Information Desk by providing clear directions, information on on-going / upcoming mall promotional events / activities, answering to queries (both on the phone or in person) and performing other shopping malls specific duties as assigned.</li><li>Handle and resolve all customer complaints received in accordance with the established Customer Service policies and procedures with the utmost courtesy and professionalism and as per established Customer Service guidelines / procedures within agreed Service Level Agreement.</li><li>Responsible to execute Gift Card program in the assigned operating assets and ensure that all payment handling by the Customer Service Team is in accordance with the prescribed policies and procedures</li></ol><p><strong>REQUIREMENTS:</strong></p><br><br><ul><li>High school diploma or equivalent required</li><li>2+ years’ work experience in Customer Service field in a reputed shopping Centre, luxury Hotel industry in GCC or abroad.</li></ul><p><strong>WHAT WE OFFER</strong></p><br><br><ul><li>At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!</li><li>Work in a friendly environment, where everyone shares positive vibes and excited about our future.</li><li>Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.</li></ul> <br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <span><b>Job Summary</b> <br></span><p><span>• &nbsp; &nbsp;The individual is responsible for the delivery of the Bank’s Transaction Banking (TB) product and services to the clients within the agreed contractual service agreements, and that all digital integrations are as seamless as possible. These includes implementing client-specific service propositions, leading virtual client service teams, managing service escalations, driving service excellence, and strengthening client relationships through proactive engagement, service reviews, and continuous improvement initiatives.The team also serves as the key point of contact for supporting and onboarding clients, and provides project management support (i.e., ensure smooth flow of the project, capturing issues and risks, maintaining action plans with follow ups, and delivering a timely solution to meet the client’s expectations) and account management support (i.e., understanding clients’ business strategy and needs) to support implementation of TB products.</span><br><span>• &nbsp; &nbsp;This role is responsible for driving the agenda of TB Global Implementation and Cash Client Service Group within the respective countries, and ensuring the end-to-end delivery of the TB solution, this includes managing a team of Implementation Managers, relationship development, revenue retention, continuous drive to improve the deal cycle timings, and high client satisfaction to accelerate revenue realisation. &nbsp;Additionally, collaboration with other Cluster / Country Heads across the TB organisation will be required to continuously improve client experience and drive a consistent global experience for our clients.</span></p><br><br><b>Key Responsibilities</b> <br><p><span><strong>Strategy</strong></span><br><span>• &nbsp; &nbsp;Drive the Global Implementation and Cash Client Service Group Strategy within respective Cluster/Country, includes identifying and/or creating opportunities to uplift and/or re-establish the profile/identity of the Global Implementation and Cash Client Service Group team&nbsp;</span><br><span>• &nbsp; &nbsp;Ensure active engagement and ongoing alignment with the wider TB business strategy &amp; priorities</span><br><span>• &nbsp; &nbsp;Build in sustainability when developing frameworks and/or redesigning processes, systems, and operating models</span><br><span>• &nbsp; &nbsp;Collaboratively design a suite of capabilities and services in line with respective client tiering, participation for bespoke services in collaboration with partners</span><br><span>• &nbsp; &nbsp;Lead the roll-out of Client Implementation and Cash Client Service Group Harmonization&nbsp;</span><br><span>• &nbsp; &nbsp;Fronting client conversations (Treasury, CFO above) on key pitches to driver overall TB proposition</span><br><span>• &nbsp; &nbsp;Drive focused client sessions with Sales, Coverage, Product, and other partners to position overall propositions&nbsp;</span><br><span>• &nbsp; &nbsp;Develop regular connect sessions with clients as part of building client relationships, including actively participating in various client forums/events/conferences, strategic discussions, etc.</span><br><span>• &nbsp; &nbsp;Develops, owns, and drives strategic plan/roadmap of client deal management within respective Cluster/Country, ensuring alignment with overall TB Groups and respective Cluster/Country strategies</span><br><span>• &nbsp; &nbsp;Drives strategic plan/roadmap of client deal management&nbsp;</span></p><br><br> <br><p><span><strong>Business</strong></span><br><span>• &nbsp; &nbsp;Drive a continuous improvement model; with the aim to drive efficiency and simplified client experience, ensuring appropriate implementation model is “fit” for clients + TB business priorities, etc.; Including: Client engagement model to mirror client organizations, Harmonization and alignment across partner groups etc.</span><br><span>• &nbsp; &nbsp;Serve as the primary escalation point for critical client service issues, coordinating resolution with internal stakeholders.</span><br><span>• &nbsp; &nbsp;Ensure recurring client service issues are escalated and addressed through appropriate governance and client experience forums.</span><br><span>• &nbsp; &nbsp;Provide expertise advice for change/ transition management for Implementation</span><br><span>• &nbsp; &nbsp;Proactively identify and drive opportunities to streamline processes to improve client experience, including collaborating with functional partners</span><br><span>• &nbsp; &nbsp;Identify opportunities to improve existing operating model, including the current resourcing, location and client footprint strategy aligned with implementation structure</span><br><span>• &nbsp; &nbsp;Develop an approach to build bench strength within the respective Cluster/Country</span><br><span>• &nbsp; &nbsp;Drive succession planning to actively manage attrition</span><br><span>• &nbsp; &nbsp;Actively managing costs; including identifying opportunities to reduce costs</span><br><span>• &nbsp; &nbsp;Actively drive the management of team productivity and capacity in relation to onshore and offshore activities&nbsp;</span><br><span>• &nbsp; &nbsp;Represent Implementation in Management forums; clearly articulate achievements (including landmark deals), product/client feedback, key challenges, etc. to help drive visibility of the Implementation team across the business</span></p><br><br> <br><p><span><strong>Processes</strong></span><br><span>• &nbsp; &nbsp;Ensures effective and disciplined usage of the Implementation Management system for self and team</span><br><span>• &nbsp; &nbsp;Has product knowledge in both cash, trade and other TB products in scope</span><br><span>• &nbsp; &nbsp;Drive overall Client + Project Management discipline, including effective usage of tools and systems, ensuring trusted and accurate data for reporting, and planning purposes, including oversight of key deals turnaround times management and feedback loops to business / support partners</span><br><span>• &nbsp; &nbsp;Active engagement in key RFP and provide guidance to Implementation managers in providing RFP/RFI responses on the implementation component as part of the Deal team</span><br><span>• &nbsp; &nbsp;Collaborate with Sales, Product Management, Product Development, Channel Management, Technology and Operations teams for the solution designs&nbsp;</span><br><span>• &nbsp; &nbsp;Conduct critical reviews on deal handover, validate deal size, expected revenue and deal requirements&nbsp;</span><br><span>• &nbsp; &nbsp;Develop and nurture client relationships to ensure the products and services remain aligned to client needs</span><br><span>• &nbsp; &nbsp;Provide technical feedback as required to Product Owners and/or distribution teams for continuous iteration of product development.</span><br><span>• &nbsp; &nbsp;Oversee the overall Project Management of the end-to-end implementation cycle of key deals (incl. technical discussions, execution of documentation, ERP integration, liquidity and limit set up, planning testing and training, onboarding)</span><br><span>• &nbsp; &nbsp;Work closely with clients and Product Management during the project requirement gathering, developing technical solutions, system integrations, user testing and training</span><br><span>• &nbsp; &nbsp;Seamlessly transition the implemented product and services to service teams for BAU client servicing</span><br><span>• &nbsp; &nbsp;Drive focus on sustainability when considering Implementation’s global strategy, processes, systems, and operating model, as well as in delivering the implementation</span><br><span>• &nbsp; &nbsp;Work with Technology and Operations to design and implement platforms / ecosystem to support TB products</span><br><span>• &nbsp; &nbsp;Understand and utilize emerging technologies and innovations to improve product offerings and meet evolving client needs</span><br><span>• &nbsp; &nbsp;Work closely with external partners to support clients in their digitisation journey, ensuring efficient implementation experience for the clients&nbsp;</span><br><span>• &nbsp; &nbsp;Adopt emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify / improve business processes</span></p><br><br> <br><p><span>• &nbsp; &nbsp;Constructively drives an integrated approach with partners to capture client feedback opportunities&nbsp;</span><br><span>• &nbsp; &nbsp;Drive post implementation activities, including:</span><br><span>o &nbsp; &nbsp;Post Implementation Surveys</span><br><span>o &nbsp; &nbsp;Sharing constructive client feedback with relevant partners</span><br><span>o &nbsp; &nbsp;Utilising feedback to continuously improve our implementation quality and cycle times</span><br><span>• &nbsp; &nbsp;Monitor, track, and resolve client service issues through structured service management practices.</span><br><span>• &nbsp; &nbsp;Participate in regular service review meetings and ensure agreed actions are completed.</span><br><span>• &nbsp; &nbsp;Maintain accurate client service issue logs and drive timely resolution of identified concerns.</span><br><span>• &nbsp; &nbsp;Strengthen collaboration across Coverage, Sales, Product, Operations, and Functional Partner teams to improve service outcomes.</span><br><span>• &nbsp; &nbsp;Capture and share client service insights, service review outcomes, and remediation actions with relevant stakeholders.</span><br><span>• &nbsp; &nbsp;Ensure client complaints are logged and managed in line with the Bank's Complaints Policy.</span><br><span>• &nbsp; &nbsp;Leverage available reporting tools and client experience dashboards to identify trends, address root causes, and improve service performance.</span><br><span>• &nbsp; &nbsp;Help drive sustainability when considering processes, systems, and operating model</span><br><span>• &nbsp; &nbsp;Where applicable, understand emerging technologies and innovations to help improve product offerings to meet evolving client needs</span><br><span>• &nbsp; &nbsp;Engage in discussions regarding emerging technologies and partnerships with digital ecosystems to identify opportunities to simplify/improve business processes</span></p><br><br> <br><p><span><strong>People &amp; Talent</strong></span><br><span>• &nbsp; &nbsp;Create a safe, inclusive, and collaborative environment for all team members</span><br><span>• &nbsp; &nbsp;Promote growth and development and ensure team members have active development/growth plans</span><br><span>• &nbsp; &nbsp;Encourage open and regular transparent conversations, including two-way feedback loops</span><br><span>• &nbsp; &nbsp;Provide ongoing mentorship and guidance&nbsp;</span><br><span>• &nbsp; &nbsp;Ensure appropriate succession plans are in place</span><br><span>• &nbsp; &nbsp;Adopt and drive a data driven culture</span><br><span>• &nbsp; &nbsp;Create a culture of trust and continuous learning mindset</span><br><span>• &nbsp; &nbsp;Encourage an environment of high performance, growth, and career mobility</span><br><span>• &nbsp; &nbsp;Create internal identity/visibility and actively participate in external awards/surveys</span><br><span>• &nbsp; &nbsp;Foster effective leadership at every level</span><br><span>• &nbsp; &nbsp;Develop, own and drive diversity and inclusion&nbsp;</span><br><span>• &nbsp; &nbsp;Create training plans to build on technical competencies for effective project management</span><br><span>• &nbsp; &nbsp;Foster a safe environment to encourage team members to be brave and speak out</span></p><br><br> <p><span><strong>Risk Management</strong></span><br><span>• &nbsp; &nbsp;Collaboratively drive a holistic data management framework for Implementation and Cash Client Service system, driving a consistent definition and usage of attributes and reference data across all Clusters, including proactively addressing data quality issues</span><br><span>• &nbsp; &nbsp;Ensure adherence to all local regulatory, legal and compliance requirements</span><br><span>• &nbsp; &nbsp;Adherence to all bank’s policy and standards, including eLearning courses for entire team</span><br><span>• &nbsp; &nbsp;Effective governance of business controls; including developing new business controls if gaps are identified</span><br><span>• &nbsp; &nbsp;Proactive risk management; includes delivery + operational risks</span><br><span>• &nbsp; &nbsp;Chair Cluster/Country Implementation Governance forums; drive key discussion points on deal status alignment (F2B), openly discuss issues and collaboratively solve issues where possible</span><br><span>• &nbsp; &nbsp;Where applicable, ensure credit, operational, legal, regulatory, reputation, compliance is held to the highest standards of risk management</span></p><br><br> <br><p><span><strong>Governance</strong></span><br><span>• &nbsp; &nbsp;Adherence to all bank’s policy and standards, including eLearning courses for direct reports (where applicable)</span><br><span>• &nbsp; &nbsp;Ensure implementation governance controls are properly executed by the teams</span><br><span>• &nbsp; &nbsp;Assist with the governance of business controls; including identifying opportunities to develop new business controls&nbsp;</span><br><span>• &nbsp; &nbsp;Participate in Cluster/Country Implementation Governance forums to support Cluster Head/Lead and/or Country Head/Lead</span><br><br><span><strong>Regulatory &amp; Business Conduct</strong></span><br><span>• &nbsp; &nbsp;Display exemplary conduct and live by the Group’s Values and Code of Conduct.&nbsp;</span><br><span>• &nbsp; &nbsp;Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.</span><br><span>• &nbsp; &nbsp;Keep abreast with regulatory changes to ensure TB products are compliant with relevant risk management guidelines / policies and procedures (e.g., electronic banking, technology, ESG, etc.)</span><br><span>• &nbsp; &nbsp;Keep abreast with changing regulatory requirements and provide advisory support to clients</span><br><span>• &nbsp; &nbsp;Effectively and collaboratively identify, escalate, mitigate, and resolve risk, conduct and compliance matters.</span><br><span>• &nbsp; &nbsp;Completion of all mandatory risk and compliance training including e-learning within stated timeframes</span></p><br><br> <br><p><span><strong>Key stakeholders</strong></span><br><span>Internal</span><br><span>• &nbsp; &nbsp;Global &amp; Cluster Implementation Heads, Program Execution Head</span><br><span>• &nbsp; &nbsp;Transaction Banking Sales and Coverage MT and directs</span><br><span>• &nbsp; &nbsp;Transaction Banking MT and directs</span><br><span>• &nbsp; &nbsp;Cluster and Country MT</span><br><span>• &nbsp; &nbsp;COO and directs</span><br><span>• &nbsp; &nbsp;Service MT and directs</span><br><span>• &nbsp; &nbsp;DCS MT and directs</span><br><span>• &nbsp; &nbsp;Technology delivery teams MT and directs (PSS, etc.)</span></p><br><br> <p><span>External</span><br><span>• &nbsp; &nbsp;Treasury Senior Stakeholders</span><br><span>• &nbsp; &nbsp;Client Senior Stakeholders (all segments)</span><br><span>• &nbsp; &nbsp;Third Party Providers</span></p><br><br><b>Skills and Experience</b> <br><p><span>• &nbsp; &nbsp;Application Programming Interfaces (APIs)</span><br><span>• &nbsp; &nbsp;Client experience, behaviours and preferences</span><br><span>• &nbsp; &nbsp;Operational Risk</span><br><span>• &nbsp; &nbsp;Change/ Project Management</span><br><span>• &nbsp; &nbsp;System and technology integration</span><br><span>• &nbsp; &nbsp;Communication &amp; Presentation skills</span><br><span>• &nbsp; &nbsp;Stakeholder Management</span><br><span>• &nbsp; &nbsp;Strategic Thinking</span></p><br><br><b>Qualifications</b> <br><p><span>• &nbsp; &nbsp;15+ years of banking and finance industry experience or similar industry</span><br><span>• &nbsp; &nbsp;15+ years’ experience in Client Implementation with strong delivery focus&nbsp;</span><br><span>• &nbsp; &nbsp;Has strong project management disciplines</span><br><span>• &nbsp; &nbsp;Extensive knowledge in API, system and technology integrations, and Transaction Banking products</span><br><span>• &nbsp; &nbsp;Creative problem-solver with a strategic mindset&nbsp;</span><br><span>• &nbsp; &nbsp;Outstanding written and verbal communication skills, including presentation skills</span><br><span>• &nbsp; &nbsp;Able to manage ambiguity in uncertain situations whilst maintaining a strategic mindset</span><br><span>• &nbsp; &nbsp;Effectively manage escalations, including driving resolutions and/or appropriately escalating to senior MT (internal + external)</span><br><span>• &nbsp; &nbsp;Experience in managing a team where team members are in multiple countries</span><br><span>• &nbsp; &nbsp;Proven track record of successfully delivering large, complex, and cross-border deals</span><br><span>• &nbsp; &nbsp;PMP certification is a plus</span></p><br><br><b>About Standard Chartered</b> <br><p>We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.</p><br><br> <p>Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.</p><br><br> <p>Together we:</p><br><br> <ul> <li><b>Do the right thing</b>&nbsp;and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do</li> <li><b>Never settle,</b>&nbsp;continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well</li> <li><b>Are better together,</b>&nbsp;we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term</li> </ul><br><b>What we offer</b> <br><p><b>In line with our Fair Pay Charter,</b>&nbsp;we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.</p><br><br> <ul> <li><b>Core bank funding for retirement savings, medical and life insurance,</b>&nbsp;with flexible and voluntary benefits available in some locations.</li> <li><b>Time-off</b>&nbsp;including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.</li> <li><b>Flexible working</b>&nbsp;options based around home and office locations, with flexible working patterns.</li> <li><b>Proactive wellbeing support</b>&nbsp;through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,&nbsp;global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits</li> <li><b>A continuous learning culture</b>&nbsp;to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.</li> <li><b>Being part of an inclusive and values driven organisation,</b>&nbsp;one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.</li> </ul><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <span><b>Job Summary</b> <br></span><p>The role of Director, CFCR Advisory, CIB Client Coverage &amp; Transaction Banking, UAE &amp; Middle East, is a pivotal position within Standard Chartered's banking operations, focused on providing expert second line of defence advisory services. This function serves as a critical element in ensuring the bank’s Corporate and Institutional Banking (CIB) activities comply fully with financial crime regulations, conduct risk expectations, and overall regulatory requirements throughout the UAE and Middle East region. You will offer independent, risk-based guidance and challenge to the client coverage and transaction banking teams to facilitate sustainable business growth that aligns with the bank’s risk appetite. This includes promoting a risk-aware culture, ensuring adherence to regulatory frameworks, and supporting strategic initiatives to foster compliance excellence.<br>In this role, you will work closely with senior management and key stakeholders to identify, assess, manage, and escalate financial crime, conduct, and regulatory risks. Your expertise will be vital in driving governance oversight, engaging with regulators, and enhancing risk management practices through trusted advisory input. Through collaboration across multiple teams and jurisdictions, you will contribute to the bank’s vision of ethical and compliant business practices while supporting its commercial objectives in a rapidly evolving regulatory landscape.</p><br><br><b>Key Responsibilities</b> <br><p><strong>Key Responsibilities:</strong></p><br><br> <ul> <li>Serve as a senior independent advisor on compliance, financial crime compliance (FCC), and conduct risk issues impacting the Corporate and Institutional Banking (CIB) Client Coverage and Transaction Banking businesses within UAE and the Middle East, ensuring robust risk controls and ethical standards.</li> <li>Provide timely and insightful risk-based advice and challenge related to client onboarding, ongoing relationships, transactions, new business initiatives, and remediation programmes, helping the business navigate complex regulatory requirements.</li> <li>Continuously monitor and assess emerging financial crime and regulatory risks, promptly escalating concerns and advising on appropriate mitigation strategies to senior leadership and governance bodies.</li> <li>Support and contribute to comprehensive Compliance Risk Assessments (CRA) and Product Risk Assessments (PRA), enabling identification and management of risk exposures within client lifecycle and product offerings.</li> <li>Offer subject matter expertise in Anti-Money Laundering (AML), sanctions compliance, Anti-Bribery and Corruption (ABC), regulatory compliance, and conduct risk, guiding the business to uphold stringent compliance standards.</li> <li>Lead and support regulatory examination preparations, audit engagements, thematic reviews, and remediation actions, ensuring regulatory expectations are met effectively and expediently.</li> <li>Contribute to the implementation of the bank’s Corporate and Institutional Banking (CIB) strategy, aligning risk frameworks with business growth within approved risk appetite boundaries.</li> <li>Champion the consistent application of Group-wide standards and regulatory obligations, balancing global policies with local jurisdictional requirements.</li> <li>Prepare detailed risk insights, reports, and management information for senior management committees and other governance forums to facilitate informed decision-making.</li> <li>Foster collaborative relationships across business units, country CFCR teams, financial crime specialists, internal audit, risk functions, and regulatory agencies to enhance the effectiveness of risk management practices.</li> </ul><br><b>Skills and Experience</b> <br><p><strong>Skills and Experience Requirements:</strong></p><br><br><ul><li><strong>Must-Have Skills:</strong><ul><li>Demonstrable experience delivering strategic Compliance, Financial Crime and Conduct Risk (CFCR) advisory and challenge within a regulated banking environment.</li><li>Strong expertise in regulatory compliance and financial crime risk management frameworks relevant to the UAE and Middle East jurisdictions.</li><li>In-depth understanding of financial crime typologies, sanctions regimes, anti-bribery and corruption controls, and conduct risk principles applicable to Corporate and Institutional Banking sectors.</li></ul></li><li><strong>Other Essential Skills:</strong><ul><li>Exceptional stakeholder management and influencing capabilities, able to engage senior leaders and diverse teams effectively.</li><li>Rich familiarity with client coverage and transaction banking operations, enabling targeted risk advice aligned with business activities.</li><li>Familiarity with governance structures, risk and control environments, and compliance risk assessment methodologies.</li><li>Ability to synthesise complex regulatory requirements into clear, actionable guidance and to communicate risk findings persuasively across audiences.</li></ul></li></ul><br><b>Qualifications</b> <br><p><strong>Qualifications and Professional Background:</strong></p><br><br><ul><li>Proven extensive experience in Compliance, Financial Crime Compliance, Regulatory Compliance or Risk Management within international banking or financial services, ideally with exposure to the UAE and Middle East banking landscape.</li><li>Track record providing senior advisory support and independent challenge to Corporate, Commercial or Institutional Banking lines of business, demonstrating sound judgement and risk insight.</li><li>Hands-on involvement managing regulatory engagements, audits, thematic reviews, and complex remediation programmes with successful outcomes.</li><li>Comprehensive knowledge of AML, sanctions, anti-bribery and corruption standards, conduct risk frameworks, and broader compliance policies.</li><li>Previous roles requiring operation within multi-jurisdictional contexts, appreciating local regulatory nuances and cultural factors important to risk management.</li><li>Strong ability to influence senior stakeholders and to navigate matrix organisational structures effectively.</li><li><strong>Educational Credentials:</strong> Bachelor’s degree or equivalent professional qualifications in law, finance, business, or related fields.</li><li><strong>Languages:</strong> Proficiency in English is mandatory; Arabic language skills are desirable and considered an asset but not a pre-requisite.</li></ul><br><b>About Standard Chartered</b> <br><p>We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.</p><br><br> <p>Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.</p><br><br> <p>Together we:</p><br><br> <ul> <li><b>Do the right thing</b>&nbsp;and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do</li> <li><b>Never settle,</b>&nbsp;continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well</li> <li><b>Are better together,</b>&nbsp;we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term</li> </ul><br><b>What we offer</b> <br><p><b>In line with our Fair Pay Charter,</b>&nbsp;we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.</p><br><br> <ul> <li><b>Core bank funding for retirement savings, medical and life insurance,</b>&nbsp;with flexible and voluntary benefits available in some locations.</li> <li><b>Time-off</b>&nbsp;including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.</li> <li><b>Flexible working</b>&nbsp;options based around home and office locations, with flexible working patterns.</li> <li><b>Proactive wellbeing support</b>&nbsp;through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,&nbsp;global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits</li> <li><b>A continuous learning culture</b>&nbsp;to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.</li> <li><b>Being part of an inclusive and values driven organisation,</b>&nbsp;one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.</li> </ul><br> </div>

Job Purpose: To manage servicing and retention of SME accounts by delivering proactive relationship management, timely policy servicing, and effective issue resolution. The role acts as the primary point of contact for assigned clients and intermediaries, ensuring a seamless customer experience, high service quality, and achievement of retention and premium growth objectives.<br>Job Responsibilities:Client Relationship Management Serve as the primary relationship contact for assigned SME clients and intermediaries. Build and maintain strong relationships with key client stakeholders and decision-makers. Conduct regular account reviews, client meetings, and service visits to understand evolving business needs. Support customer retention through proactive engagement and service excellence. <br>Account Servicing & Policy Administration Manage policy servicing activities including endorsements, renewals, amendments, certificates, and policy documentation. Coordinate with underwriting, operations, claims, and finance teams to ensure timely service delivery. Ensure accurate and timely processing of client requests in accordance with service standards. <br>Query & Issue Resolution Respond to client and intermediary queries within agreed service levels. Resolve service issues and escalations through effective stakeholder coordination. Monitor open requests and ensure timely closure and communication. <br>Account Retention & Growth Support Support achievement of renewal retention and premium targets for assigned accounts. Identify cross-sell, upsell, and account expansion opportunities and refer leads to relevant business teams. Assist in renewal planning and account retention strategies. <br>CRM & Customer Data Management Maintain accurate records of client interactions, servicing activities, and opportunities within CRM systems. Ensure customer data quality and completeness. Track account activities, service commitments, and follow-up actions. <br>Service Quality & Governance Ensure compliance with service protocols, operational procedures, and regulatory requirements. Adhere to account visitation plans and customer engagement standards. Support continuous improvement initiatives aimed at enhancing customer experience. <br>Reporting & Performance Monitoring Monitor account performance, service metrics, and customer feedback. Prepare reports on account activities, retention performance, and service levels. Escalate risks impacting customer retention or service delivery.<br>Skills for the Success of the Role Client Relationship Management Account Management Insurance Operations Customer Service Management Complaint Resolution Stakeholder Management Negotiation & Influencing Data Management & Reporting Bilingual Communication (English & Arabic)<br>Qualifications required for the role:Graduate of any Bachelor’s Degree 2-3 years of experience in client servicing, relationship management, account management, or insurance operations. Certificate in Insurance (CII) or equivalent, Customer Service Certification, and Relationship Management Certification, is preferred. Strong communication, customer service, and stakeholder management skills.

<p><strong>JOB SUMMARY / INTRODUCTION</strong></p><p>The <strong>AVP, Customer Services</strong> role is responsible for the management of Middle Office &amp; Client Services within Global Private Banking, Brokerage, and FAB Securities, supporting the Middle Office &amp; Client Services team and operating within Group policies, organizational governance frameworks, and the approved authorization matrix.</p><p><strong>KEY RESPONSIBILITIES</strong></p><ul><li>Support the MO &amp; CS team individually and collectively toward improved performance/quality.</li><li>Identify and prioritize problems and solve them promptly and effectively.</li><li>Regulate on all matters related to policy and procedures.</li><li>Supervise the entire Middle Office &amp; Client Services teams across in FABS Dubai Branch.</li><li>Proactively suggest and carry out corrective measures where appropriate.</li><li>Support both internal and external audits by fulfilling all of their demands and providing any client-related paperwork that is required.</li><li>Consult with and support the Regulator (SCA) with any client-related needs and paperwork that is needed.</li><li>Oversee the institutional desk for client services and middle office to guarantee that policies and procedures are followed appropriately throughout FABS.</li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li>A business administration bachelor graduate with thorough knowledge of the procedures in the share market, operations processes and computer system in place.</li><li>Five (10+) years experience in financial services industry: (Brokerage, Equity, Investment and Financial markets).</li><li>Possesses an in-depth understanding of SCA and markets rules and regulations.</li><li>Must possess extensive experience within an analytical role.</li><li>Must have the ability to raise and escalate critical issues to ensure that a solid action plan is developed to resolve daily operational issues / problems. Ability to plan out and prioritize work, accurately manage and communicate status and meet agreed upon schedule/deadlines.</li><li>Strong working knowledge of local markets products and services.</li></ul>