Assistant Manager – Client Servicing

Overview

Assistant Manager – Client Servicing

Operations Management

• Support end-to-end operations for business licensing and UAE residence visa processing (GDRFA), ensuring accuracy, timeliness, and compliance
• Monitor daily workloads, case progress, SLAs, and turnaround times; proactively identify and resolve bottlenecks
• Coordinate with internal teams and external stakeholders (Free Zone authorities, GDRFA, typing centers, medical and Emirates ID partners, third-party authorities) to ensure smooth processing

Process Improvement & Efficiency

• Support and drive continuous improvement initiatives to enhance efficiency, reduce errors, and improve service delivery
• Document, review, and standardize SOPs, workflows, and operational checklists
• Track KPIs and operational metrics; recommend corrective actions based on data and trend analysis

Reporting & Analytics

• Prepare accurate daily, weekly, and monthly operational reports covering volumes, turnaround times, compliance, rework rates, and productivity
• Provide insights to support management decision-making and capacity planning

Training & People Development

• Support onboarding and refresher training programs for operations teams
• Conduct process briefings, coaching sessions, and quality reviews to ensure consistency and capability uplift
• Contribute to performance reviews through structured feedback and improvement plans

Quality, Compliance & Customer Experience

• Ensure adherence to Free Zone regulations, GDRFA requirements, third-party authority guidelines, and internal policies
• Support internal audits and quality checks, implementing corrective and preventive actions where required
• Assist with escalation handling and resolution of complex cases to maintain high customer satisfaction
• Work closely with sales and customer-facing teams to align expectations, documentation, and timelines

Qualifications & Experience

• Bachelor’s degree in Business Administration, Law, or a related field (or equivalent relevant experience)
• **4–6 years of experience in client servicing / operations**
• within
• business setup, free zone, government services, or visa processing environments
• Demonstrated experience in operational reporting, process improvement, and performance management
• Knowledge of UAE business licensing and residence visa processes is highly preferred
• Six Sigma or process improvement certification

Skills & Competencies

• Strong understanding of regulated, high-volume operational environments
• Experience in SLA-driven or contact center operations is a strong advantage
• Excellent analytical, reporting, and problem-solving skills
• Strong attention to detail and compliance-focused mindset
• Ability to manage multiple priorities in a fast-paced environment
• Confident communicator with the ability to work cross-functionally
• Arabic speaker - mandatory