Senior - Relationship Managers

• Role: Serve as a dependable, proactive, and discreet relationship owner for a portfolio of the UHNW members. The specialist resolves complex servicing needs end-to-end, coordinates internal and external partners, and ensures every interaction reflects the programme’s premium promise. Assist to deliver the requirements of the client in the best possible manner. Provide clients with variety of options, tailored to their needs.

• Responsibilities:

  • Act as the primary day-to-day contact for assigned UHNW members and, where appropriate, their authorised assistants, family-office representatives, or advisers.
  • Receive requests from assigned UHNW members and do the necessary to respond to their inquiries, deliver requested services etc.
  • Develop an understanding of client preferences, service history, important dates, travel patterns, communication preferences, and authorised-contact arrangements—recording only appropriate, necessary information as per the division’s policies and procedures.
  • Respond rapidly and professionally through approved channels; take ownership until the case is resolved or formally handed over.
  • Resolve or coordinate high-priority requests involving card servicing, benefits, access, travel/lifestyle support, dispute routing, account servicing, security concerns, and partner fulfilment.
  • Liaise with service providers, operations, concierge providers, merchants, and product teams to obtain accurate, timely outcomes.
  • Explain options, requirements, limitations, inclusions & exclusions, risks, timing, and next steps with confidence and transparency; never make unauthorised commitments.
  • Deliver thoughtful service-recovery plans after consultation with division manager when expectations have not been met
  • Follow authentication, authorised-contact, data-privacy, complaint, confidentiality, escalation, and record-keeping processes consistently.
  • Capture accurate interaction notes, commitments, case status, and client preferences in the CRM.
  • Recognise when a request requires a licensed adviser, private banker, compliance, fraud, or management escalation.
  • Maintain confidentiality in every channel, including when dealing with UHNW members’ assistants, accountants, and family-office staff

Desired Candidate Profile

• Bachelor Degree Business /Finance /Hospitality Mgmt. / etc
• 5 – 8 Years experience in premium client service / Wealth Management / Private Banking / Premium Cards / Luxury Hospitality / Luxury Concierge / VIP Concierge
• Private banking or wealth-management client service / relationship support, Premium cards, affluent banking, or executive banking, Family-office operations, client liaison, or executive office support, Luxury hospitality, elite airline service, premium travel, or high-end concierge, Senior executive-assistant or chief-of-staff support for globally mobile principals
• Exposure to card servicing, benefits fulfilment, travel/lifestyle partnerships, disputes, fraud/security, or premium membership programmes.
• Training in complaint handling, luxury service, data privacy, financial crime awareness, and service recovery.
• Dubai/GCC knowledge and established understanding of local etiquette, premium lifestyle ecosystem, and international client expectations where relevant