Senior Officer Client Services.NY-Operations.41.Operations Group
Mashreq · United States
Provide high-quality Client Service and operational oversight across multiple regions and time zones, including U.S. off-hour coverage. Serve as a key point of contact for client escalations, ensuring timely resolution and effective coordination across internal stakeholders. Provide control and oversight of non-trade banking activities, including Account Services, Payments and Remittances, Inward and Outward Clearing, Check Collections, and Cash Letter services, while ensuring adherence to established controls, service standards, and regulatory requirements.
- Manage client inquiries and escalations through resolution, ensuring appropriate prioritization, ownership, follow-up, and communication.
- Coordinate time-sensitive and high-priority payment instructions with relevant processing teams, ensuring critical deadlines and client expectations are appropriately managed.
- Maintain and periodically review Standard Operating Procedures (SOPs), desktop procedures, and supporting documentation to reflect changes in processes, systems, controls, and regulatory requirements.
- Support the development and maintenance of contingency and business resiliency procedures for critical activities.
- Participate in contingency, disaster recovery testing with local schemes, and business resiliency testing; document results, identify gaps, and coordinate required follow-up and remediation.
- Ensure that non-trade transactions viz account services, payments and remittances, check processing etc are handled efficiently and effectively.
- Ensure that policies and procedures and delivery standards are met which ultimately should reflect in a satisfactory audit rating and acceptable level of customers’ satisfaction.
- Coordinate with Centralized Operations Team in Head Office to ensure all incoming and outgoing Funds Transfers are executed within established time frames.
- Serve as checker and owner of all account documentation.
- Ensure that all account documentation is updated on timely basis.
- Ensure strict compliance with the Bank’s Policies and procedures as well as all local laws and regulations.
- Establish Customer Service Standards and obtain SLA from Centralized Operations in HO.
- Analyze SDS MIS received from Centralized Operations in HO to ensure that SDS are in compliance with SLA.
- Coordinate with Centralized Operations in HO ensuring that Complaint Resolution System and culture is set up to respond to inquiries attending/resolving complaints (whenever necessary) to maximize customer satisfaction.
- Analyze Errors/ Complaints/ Inquiries MIS received from Centralized Operations, HO to determine root cause of problems and recommend controls needed to fix the gaps to maximize productivity and customer satisfaction.
- Prepare and ensure implementation of staff training plans to develop their skills and competence to perform assigned tasks accurately as well as efficiently and facilitate their career growth.
- Ensure that pre-advices are received via MT110 for all checks/ drafts drawn by correspondent banks on their accounts. Follow up with the customer to obtain missing details, if any.
- Actively participate in all AML committee meetings providing meaningful recommendations whenever necessary regarding whether to file Suspicious Activity Reports.
- Raise URF for any issues faced in the System(s).
Conduct testing of new system (s) and/or enhancements in existing systems and provide test results.
- Identify procedural gaps and recommend enhancements to strengthen operational controls, efficiency, and consistency of service.
- Monitor outstanding client requests, processing exceptions, and service issues, escalating matters requiring additional intervention or management attention.
- To ensure implementation of the Bank’s approved policies with efficient and accurate maintenance of records for production of MIS, Regulatory and other requirements.
- Use of best judgment in handling/processing of Collections, Remittances, Clearing Items and to interpret the situation and handle complex/odd cases.
- Manage the flow of work volume to comply with delivery standards vs banking hours.
- Take care of Business Group commitments to the customers and maintain adequate level of control simultaneously.
Finding ways/solutions with customers/branches in cases of wrong payments or debits/credits.
To manage & control the processing of non- trade banking activities like Account Services, Payments & Remittances, Inward and Outward Clearing, Collection of checks and Cash Letter Services etc.