Assistant Manager – Client Servicing

About This Role

We are seeking an experienced Assistant Manager – Client Servicing to support in overseeing daily operations within a high-volume, regulated business setup environment. This role focuses on operational efficiency, regulatory compliance, service quality, and team capability building across licensing and UAE residence visa processes.

The ideal candidate is an Arabic speaker with strong operational exposure in business setup or similar regulated environments, and a proven ability to improve processes through structured reporting, SOPs, and performance monitoring.

Key Responsibilities:

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
• Native Arabic speaker