strong Role strong Leads service quality people development performance governance escalation handling and stakeholder management Recruit onboard coach and performance-manage the three senior client specialists Define service behaviours communication standards case-handling playbooks and nbsp escalation rules Conduct regular call email CRM-note and case-quality reviews give specific coaching nbsp and document development actions Run role-play and scenario training with team members Maintain a calm accountable high-discretion team culture Confidentiality is a very important factor in this job Set and monitor SLAs response-time standards client satisfaction case ageing first contact resolution complaint outcomes and portfolio capacity Personally manage the most sensitive reputationally significant high-value or cross functional client cases The position will also be allocated a portfolio of the most case sensitive clients Identify recurring client pain points and drive practical process improvements with operations technology and partner teams Ensure accurate concise documentation and comprehensive monthly reporting Oversee adherence to information-security data-protection conduct-risk escalation confidentiality and complaints Build productive working relationships with private bankers card product teams concierge lifestyle partners service providers and operations Translate client insight into proposals for enhanced privileges service design retention and responsible card usage without making unauthorised credit or investment decisions Prepare concise internal management reporting service trends risks VIP incidents root causes team performance and recommended actions
Qualifications- Bachelor Degree Business /Finance /Hospitality Mgmt. / etc
- 8 – 10 Years experience in premium client service / Wealth Management / Private Banking / Premium Cards / Luxury Hospitality / Luxury Concierge / VIP Concierge
- Experience managing complex client escalations and cross-functional resolution.
- Demonstrable exposure to regulated financial services or a strong premium-service background.
- Fluent professional English and Arabic
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