Senior Officer Client Services.NY-Operations.41.Operations Group

Mashreq Bank•New York, NY

About The Position

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.

Requirements

Bachelor's degree with minimum 10 to 12 years' experience in general banking operations with experience of handling customer queries / complaints related to correspondent banking and cross border payments.
Thorough knowledge of statutory and regulatory requirements in the concerned operational area.
Wide based knowledge of other areas of banking viz. treasury operations.
Strong inter-personal, communication, analytical, problem solving, organizational, leadership and planning skills required.
Should have thorough knowledge of Country's Banking Laws & practices as well as other local regulations
Fully conversant with operating systems, SWIFT, Clearing/Collection, Remittances, etc.

Responsibilities

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.
Review & update operating procedures to simplify work flows and to ensure that they are workable. (practicable), standardized, cost effective and cover bank risks adequately.
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 in order to maximize productivity and customer satisfaction.
Prepare and ensure implementation of staff training plan to develop their skills and competence in order 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 or not 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.