Client Service Manager - CIB Operations
Posted date [2026-05-28]
(ID: 45690)
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As the largest bank in the UAE, FAB has taken decisive steps as a regional pacesetter in the financial industry to bind both ambition and action together to accelerate the pace of positive environmental change. As the first bank in the MENA region to have committed to a target of net-zero emissions by 2050, we're making advances across our own operations in addition to walking alongside our clients as their strategic partner to ensure they can achieve their climate goals.... |
Job Description and Requirements
Client Service Manager - CIB OperationsJob Snapshot
* Role: Client Service Manager - CIB Operations
* Location: Abu Dhabi, United Arab Emirates
* Industry: Banking
* Function: Customer Support-Client Care
* Experience: Minimum 3 years
* Job Type: Full-time
Job Overview
Client Service Manager - CIB Operations in Abu Dhabi, United Arab Emirates is a Banking client service role focused on supporting Corporate and Investment Banking clients through responsive service coordination, operational assistance, complaint handling, account service guidance, and stakeholder communication. This opportunity is ideal for a banking professional with strong exposure to banking operations, back-office procedures, client documentation, and service level management.
Job Details
Country: United Arab Emirates
City: Abu Dhabi
Industry: Banking
Function: Customer Support-Client Care
Salary: 16000-24000
Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Client Service Manager will act as a key liaison between Corporate and Investment Banking clients and internal departments across the bank. The role is responsible for improving client experience by servicing clients, meeting their operational needs, providing administrative support, and guiding them on account services, e-channel usage, banking regulations, and regulatory requirements.
This position supports smooth service delivery by managing client requests, resolving issues, maintaining accurate correspondence records, collecting required documentation, coordinating with operations teams, and helping ensure service level agreements are monitored effectively. The role also contributes to continuous improvement by identifying process gaps, supporting sustainable service practices, and maintaining high standards of accuracy, confidentiality, and control.
Key Responsibilities
* Follow all relevant departmental policies, standard operating procedures, processes, and instructions to ensure work is carried out in a controlled and consistent manner.
* Demonstrate compliance with the bank’s values, ethics, and governance standards at all times.
* Contribute to continuous improvement opportunities across systems, processes, service practices, productivity, and cost efficiency.
* Assist in preparing accurate and timely statements, reports, and service updates in line with departmental requirements and quality standards.
* Act as a liaison between CIB clients, internal departments, branches, and operations teams.
* Enhance the client experience by servicing clients, attending meetings, and providing operational and administrative support.
* Educate clients on account services, service capabilities, e-channel usage, banking regulations, and relevant regulatory requirements.
* Attend to client service requests and arrange suitable support either directly or through internal departments and branches.
* Handle client issues, grievances, and complaints while working to resolve the matter and reduce repeat occurrences.
* Collect and verify documentation required under bank policy and regulatory requirements.
* Assist the VP and Head of CCS in managing service level agreements with clients.
* Support periodic SLA reviews to ensure smooth operations and scheduled service delivery.
* Maintain timely and effective communication with clients, internal stakeholders, branches, and operational teams.
* Keep updated records of correspondence, handled queries, resolved issues, and service requests.
* Take responsibility for security items held under custody and ensure proof of delivery is obtained as per bank policy and procedure.
* Study service activities and identify improvement areas while considering associated risk factors.
* Raise, handle, and track customer complaints for CIB clients to ensure resolution within agreed SLA timelines.
* Work with stakeholders to analyse complaint root causes and support actions that prevent repetition.
* Assist the AVP in enhancing the Customer Experience Centre from a CCS transactional service perspective.
* Provide back-end support to operations teams for account opening documentation and account maintenance activities.
* Support corporate credit card operations, cheque book requests, balance confirmation letters, returned cheques, and client correspondence.
* Coordinate payment-related queries, including inward and outward payment matters.
* Assist with charges-related issues, e-channel queries, exception handling, and operational follow-up.
* Work within group policies, organizational governance frameworks, and the approved authorization matrix.
Ideal Profile
* University Degree in Commerce, Banking, Finance, Business Administration, or a related field.
* Minimum 3 years of experience in a bank with direct exposure to banking operations.
* Good knowledge of general banking principles, client service processes, and operational control requirements.
* Working knowledge of back-office operating procedures and corporate banking service support.
* Experience supporting CIB clients, corporate banking clients, or business banking clients will be valuable.
* Strong written and spoken communication skills for interacting with clients and stakeholders at different levels.
* Ability to manage service requests, complaints, documentation, records, and follow-up activities with accuracy.
* Analytical, self-motivated, energetic, flexible, and able to work in a challenging banking environment.
* Strong problem-solving ability with a practical approach to client issues and operational service gaps.
* Able to work independently while contributing effectively within a cooperative team environment.
* Comfortable working in a fast-paced setting where attention to detail, accuracy, efficiency, and service quality are essential.
Skills Set
* CIB client service
* Corporate banking support
* Banking operations
* Client relationship coordination
* Service request management
* Complaint handling
* SLA monitoring
* Back-office banking procedures
* Account opening documentation
* Account maintenance activities
* Corporate credit card operations
* Cheque book requests
* Balance confirmation letters
* Returned cheque handling
* Inward payment queries
* Outward payment queries
* Charges query handling
* E-channel banking support
* Client correspondence
* Exception handling
* Regulatory documentation
* Customer experience improvement
* Root-cause analysis
* MIS reporting
* Stakeholder communication
* Operational risk awareness
Why Join Us
This role offers strong exposure to Corporate and Investment Banking client service within a leading Banking institution in Abu Dhabi. It provides the opportunity to work closely with clients, operations teams, relationship managers, branches, and senior service leaders while building practical expertise in client experience, service controls, complaint resolution, and corporate banking operations.
The position is well suited for a banking professional who wants to grow in client service management, operational coordination, and high-quality service delivery within a structured and reputable financial services environment.
About the Company
First Abu Dhabi Bank (FAB) is one of the UAE’s leading financial institutions, offering a wide range of Banking services across corporate, investment, retail, private banking, and global markets. FAB supports clients through strong governance, advanced service channels, reliable operational standards, and customer-focused financial solutions across the UAE and wider region.
