Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

The role holder is responsible for strategic planning and execution of all contact center operations. Core duties include management and leadership of processes for the continuous improvement of customer experience at Contact Center .

Be an ambassador for the bank on customer experience , change agent who drives transformation and digital adoption and self service. Creates and maintains a highly engaged culture which keeps customer and service in the middle of everything.

The role holder is expected to shape the future of contact center operation, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be, Phone, Email, Web/Live Chat, Video and Social Media correspondence.

Responsibilities also include development, implementation and monitoring multi-product anti-attrition programs to maximize customer retention. Consistently exceed industry benchmarks and lead to sustained long term retention rates through enriched customer experience.

Core Responsibilities

• Provide strong, dynamic leadership that mentors, develops and guides team members to efficiently leverage the value of every customer interaction.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting and human capital development.
• Develop, implement and maintain effective internal and external quality assurance programs fostering continuous improvement and exceeding Service Level Agreement performance.
• Manage business metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Centre.
• Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction.
• Contribute to revenues by conducting effective lead generation and cross selling activities.
• Deliver cost efficiencies and increased in Customer Satisfaction Scores through Net Promoter Score.
• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies: Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.

People Management Responsibilities

• Define goals and key performance indicators for each member of the team and ensure effective implementation of the FAB performance management process.
• Develop talent within the team by providing guidance and coaching to achieve the defined goals.
• Develop close working relationship with all product partners in order to enable team to contribute to cross selling opportunities.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delegation of duties and responsibilities, staffing levels and supervision.

Target oriented work

• Manage the team to Increase productivity to meet business objectives.
• Organise and supervise the activities and work of subordinates to ensure that all work is carried out in an efficient manner and in alignment with SOP guidelines.
• Provide regular updates to Segment Heads on performance and on key market thrusts.

Internal Collaboration

• Develop service level targets and manage the coordination of the section with other departments to meet client service expectations.
• Engage with key stakeholders including Operations, Technology, Branches, Legal, Risk and other relevant units to deliver timely and effective level of customer experience to our clients.
• Liaise with various Asset & Liability Product teams with regards to new proposal preparation, offers and campaigns.

Policies, Systems, Processes, & Procedures

• Implement departmental policies, systems, and procedures as per SOP guidelines whilst ensuring all relevant procedural/ legislative requirements are fulfilled while delivering quality and cost effective service.
• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices while taking into account international leading practice, improvement of  business processes, cost reduction and productivity improvement.

Job Specific Accountabilities/ Key Performance Indicators

• Employees engagement
• NPS and Service Quality
• Cost per call/ transaction
• Abandon Rate
• Adhering to SLAs

Minimum Qualification

• Masters/Bachelor’s Degree in Business Administration/ Finance, Banking or a related major field of study.
• Proven experience of leading a service driven contact center operation with experience of managing an operation through periods of significant growth or change.
• Excellent communication and leadership skills to lead and motivate a growing and changing service operation.

Minimum Experience

• 10+ years of relevant experience in the banking sector with at least 5+ years in similar positions of progressively increasing managerial responsibilities in the retail banking environment.