Client Services and Operations Senior Manager

Summary and Overview

• Client Services and Operations Senior Manager
• Dubai
• Permanent
• Full time
• Competitive Salary & Benefits

You'll be responsible for maintaining strong business relationships with existing clients and business partners.

Your New Role

This list of duties is not exhaustive and may change from time to time according to business needs:

• Responsible for building and maintaining relationships with clients
• Understand the client contracts in detail (including scope and delivery models)
• Accountable for quality of delivery of all service lines
• Manage escalations and cooperate with team leaders and the client on corrective action
• Participate to ensure a smooth onboarding and offboarding of the client, anticipating issues and taking action where necessary
• Track and review client contract performance (including revenue and profitability analysis), identify and recommend actions where deviations on performance are identified
• Together with Group Finance and Manager delivery teams, manage debtor and cash collection and resolve any issues causing late payment
• Manage proactive initiatives to improve client satisfaction, based on but not limited to feedback provided through regular client surveys and governance processes
• Hold regular calls with Middle East offices in order to guide them in the implementation of any new/improvement initiatives, ensuring they are knowledgeable and trained; and are up to date with delivery processes. Monitor quality of outputs, identify potential issues, respond to challenges and proactively manage them
• Act as a Risk officer for Equiom Middle East, identifying and escalating to the risk committee/compliance. Be aware of and manage risks to the business. Manage any risks and incidents reported in the region for the offices, maintain OneSumX up to date and ensure escalation where needed to resolve any issues and manage risks
• To serve as the first point of contact as the Client Services and Operations Senior Manager for any escalation, client services and operational related matter
• To monitor and improve the customer satisfaction and manage any client escalations and reduce the client complaints on the service delivery together with the respective service delivery team
• Review and analyse time utilisation and time value for Middle East, identify key actions and work closely with the service delivery teams to take the appropriate actions
• Ensure the service delivery team adheres to any deadlines provided by the client delivery scope and/or authorities as well as any internal deadline for delivery
• Build extensive partnerships with key stakeholders and in particular Finance, IT and global Operations
• Work closely and collaboratively with the management team to outline plan and delivery of future plans to ensure business performance in line with board objectives
• Support, train and develop employees to create a culture of learning and improvement
• Support and work with Head of Operations in any process improvements, management of projects, and ensure efficiencies and data quality
• Work closely with Head of Operations to implement the strategy as set out for the growth and improvement of processes, procedures, use of systems and operations and service delivery
• To support with all aspects of the Client Service delivery objectives, with the aim of helping to improve client service levels, client retention rates, and enhanced client engagement, and identify and support new potential business growth opportunities
• To support with the data integrity within the CRM system, assisting with the data quality deficiencies, maintenance of data quality, and monitoring and managing the onboarding, and offboarding of clients on the system end to end

Business Stewardship

• Act as a Champion of company core values and practices
• Display a business awareness in discussions, with understanding of workflow priority and how this connects to the commercial and client centric objectives of the wider business
• Display proactive innovation and solutions focus that reflects an internal and external customer service priority and a leader in both work and meetings
• Take ownership and perform any other ad hoc tasks as directed and which are required to support the efficient and productive service delivered by the Client Services team

Quality Management

• Ensure you are fully aware of QMS requirements related to your activities
• Ensure compliance with any QMS procedures or Group procedures
• Ensure applicable processes are fully implemented and develop procedures relevant to your activities
• Identify and bring to the attention of management any non-conformities in the workplace
• Time recording with file notes as necessary to ensure accurate reporting and utilisation

What will you need to succeed in this role?

As to be expected, we are searching for someone who can bring a range of skills and experiences to enhance the team. As such, there are a few essential skills we are looking for:

• 6+ years in client facing / operations senior role with a Corporate Service Provider or Professional Service Provider in the UAE
• Client service experience
• Operational background, improving and implementing processes and systems
• Experience in managing projects successfully
• Financial background, financial acumen and understanding credit control
• Analytical approach to quickly assess client potential and requirements
• Excellent written and spoken English
• Proficient in Microsoft Office
• Arabic preferred and other language skills (desirable)

Personal attributes which would be seen in the ideal applicant include:

• Communication skills
• Interpersonal skills
• Problem-solving ability / solutions focused
• Strategic thinking
• Time management
• Financial acumen
• Adaptability
• Detail Oriented
• Innovative
• Resilient and positive
• Calm and considered when under pressure
• Excellent organisation skills and able to juggle multiple priorities
• Drives for results, embraces and drives for change

Equiom Group

For more than 45 years we have supported high net worth individuals and international corporations to nurture and fulfil their ambitions. We are a global professional services provider, working with private clients, corporate clients and funds to navigate the twists and turns to achieve their ambitions.

We are proactive and passionate. We provide exceptional service to develop deep and meaningful client relationships, providing an unrivalled breadth of bespoke end-to-end wealth protection and business support services.

We are a business which has expanded, allowing us to adapt quickly to change and invest in key areas to support our growth journey. We are looking for brilliant people to join our team to grow and develop with us.

What should you do now?

If you are interested in this role, please apply now. If you have read the above and are unsure about whether this is for you; maybe you can do most of the responsibilities, or you have some of the key skills, please get in touch for a confidential conversation about the role and we can discuss further.

Equal Opportunities

Equiom Group is committed to Diversity and Inclusion across our Global business. We welcome applicants from all interested parties, and any reference to qualifications or certifications should be read to be interchangeable with local or international qualifications and certifications. All applications will be reviewed solely on their merits. All recruitment and selection will be conducted in accordance with prevailing Employment and Equality legislation.