The key objective of the Manager is to act as a liaison between clients and internal departments of the bank, enhancing client experience by providing operational and administrative support, meeting clients, and advising them on account services, eChannels usage, banking regulations, and regulatory requirements as specified by relevant authorities.

Responsibilities

• Attend to client service requests and arrange for appropriate service either directly or by interacting with other internal departments or branches.
• Attend to client issues and grievances, resolve or provide solutions, and mitigate factors that caused complaints.
• Collect appropriate documentation required per bank’s regulatory requirements.
• Assist the VP and Head of CCS in the Service Level Agreements with clients to manage client expectations and review SLAs at agreed frequency to ensure smooth operations and scheduled delivery of services.
• Maintain timel...