Assistant Manager – Client Servicing

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**