Manager Client Services Support

First Abu Dhabi Bank

Job Description

Position Overview

This role supports FAB s Relationship Management teams by handling operational, service, and administrative activities for CIB clients. The objective is to enhance client experience, ensure smooth service delivery, coordinate with internal departments, and allow RMs to focus on business development and portfolio growth.

Job Details

Country: UAE

City: Abu Dhabi

Industry: Banking

Function: Banking

Job Type: Full-time

Key Responsibilities

Client Service & Relationship Support

• Act as the primary liaison between CIB clients and various internal departments.
• Manage client service requests, ensuring timely and accurate resolution.
• Collect documentation required by bank policy and regulatory authorities.
• Educate clients on banking regulations, account services, and digital channels.
• Maintain clear and consistent communication with clients and internal stakeholders.
• Resolve client grievances and ensure root-cause mitigation to prevent recurrence.
• Support SLAs management with clients and assist in periodic reviews.

Operational Support

• Maintain up-to-date records of all service requests, queries, and correspondences.
• Manage custody of security items and ensure proof of delivery as per policy.
• Identify risk areas and recommend improvements to enhance process efficiency.
• Support compliance with internal operational procedures, audit standards, and risk controls.

Trade Finance & Back-Office Assistance

• Provide backend support on trade-related transactions including L/Cs, Guarantees, TRs, and export/import queries.
• Review approvals obtained by RM or business teams.
• Authorize trade transactions and perform system bookings for all trade finance activities.
• Handle day-to-day trade queries, HNI trade documentation, charges, and exceptions.
• Coordinate with compliance, product teams, and other departments for approvals and clarifications.
• Support e-channel troubleshooting related to corporate clients.

Customer Experience & Issue Resolution

• Manage customer complaints for CIB and ensure timely SLA-based closure.
• Work with stakeholders on root-cause analysis and implement non-repetition strategies.
• Support enhancement of Customer Experience Centre processes.

Reporting & Governance

• Assist with preparation of reports, operational statements, and record-keeping for audits.
• Follow all policies, procedures, and governance frameworks.
• Maintain high accuracy, confidentiality, and adherence to internal standards.

Skills Set

• Client service & support
• Banking operations
• Trade finance knowledge
• Documentation & compliance
• Issue resolution
• Communication & coordination
• Risk awareness
• Process improvement

Why Join Us

• Play a key role in improving CIB client experience at the UAE s leading bank.
• Gain exposure to trade finance, operations, and high-value client portfolios.
• Work in a dynamic environment with strong development and career growth opportunities.