JOB DESCRIPTION

Job Title: Customer Service Manager

Department: RBG Private Banking Division

Reporting Line: Unit Head

Job Number:

Responsibilities

Managing assigned Private Banking client relationships end-to-end to ensure strong engagement, retention, and service excellence. Owning relationship outcomes, escalations, onboarding quality, NTB submissions, and KYC renewal completion. Ensuring full adherence to policies, SOPs, ADMs, governance frameworks, and regulatory requirements. Working closely with Relationship Managers, Compliance, Operations, and internal stakeholders.

This role serves as a development pathway toward the Assistant Relationship Manager (ARM) role.

1. Supporting Private Banking clients with personalized and standardized service while adhering to governance and controls. Feeder role to CRM Supporting the portfolio of Mashreq Private Banking clients with personalized and standardized service...