• Mashreq Bank Jobs | Customer Service Manager, Dubai, UAE

    Mashreq Bank Jobs | Customer Service Manager, Dubai, UAE

    Location: Dubai - United Arab Emirates

    Job Description

    Customer Service Manager - GTS - Client Service Unit

    Responsible for all aspects of customer support for given Portfolio of Clients Manage, investigate and resolve incidents in accordance with applicable SLAs.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Responsible for driving pro-active customer support rather than re-active customer support.

    • Lead the team in a sustainable manner that is conducive to meeting the business’ customer satisfaction goals, and within relevant business constraints (feasibility, contractual obligations, etc).

    • Communicate regularly with the Customer Service Manager with regards to the processes, customers and people s/he is managing.

    • Report all the suspicious and dishonest behavior which might impact the business to supervisor or the concerned party.

    • Participate in internal and external marketing activities to build the branding of GTS / CIBG Products.

    • Supervising the overall performance rendered by all customer service staff in the designated Stream to ensure delivery of quality service to our affluent customers; and rendering service support to all frontline sales staff.

    • To ensure robust complaint management process at all touch points by ensuring logging, reporting, root cause investigation, and resolution of the complaints incidence, with the view to enhance customer satisfaction, service recovery, and eliminate service negatives.

    • The role holder is required to liaise with different operations centers and to deliver client solutions. Work closely with overseas operations centers/branches on performance tracking to deliver end-to-end business solution.

    • Drive improvements in process and service delivery for the customer segment through review of turnaround times, service level agreements and process improvement initiatives. Work closely with CIBG Process Improvement teams on issues which impact customer service.

    • Ensure implementation of global standards around key customer touch-points including priority banking centers, hotlines, branch teller counters, internet banking etc.

    • Conduct training / refresher training on complaints management every quarter.

    • Organize Service storming sessions with staff and work on issues impacting customer satisfaction.

    • Preparing MIS and timely submission of monthly Complaints report to the Stakeholders / group. Ensure to highlight issues arising from complaints and its resolution before the end of month, on a weekly basis or as requested.

    • Act as escalation point for customers for complicated and/or sensitive incidents and facilitate driving these incidents to resolution, and where required ensure sensitive incidents are further escalated to management.

    • Provide mentorship and guidance to team members with regards to incident analysis, procedure, judgment calls, prioritization, customer situations and other related scenarios and activities.

    • Additional people management responsibilities include providing leadership and mentorship for team members’ personal growth, building team morale and providing feedback on their performance.

    • Delivery of agreed service within SLA

    • To brief service issues to the Customer Service Manager and the Customer Relationship Team and assist where needs be in the resolution process.

    • Deliver proactive, reliable and excellent service to clients within portfolio by understanding clients' needs and exceeding their expectations.

    • To troubleshoot areas of poor performance and offer solutions to resolve issues both in the immediate future and for the longer term.

    • To identify and acknowledge team members’ individual strengths and nurture skills to the benefit of the team

    • Provide feedback for improving Knowledgebase where appropriate

    Job Requirements

    • University graduated, Business/IT related is preferable

    • Over 5 years experience encapsulating Corporate Banking and Customer Services

    • Sound knowledge of all Commercial & Trade products

    • Good communication, verbal and written, skills and ability to work independently.

    • Good analytical abilities to resolve complex issues.

    • Prior leadership experience not essential but leadership potential must be demonstrated

    • Substantial customer interaction in prior roles essential.

    • Creativity in terms of finding solutions and suggesting improvements.

    • Ability to work under pressure

    • Ability to multi-task and adapt to any situation or change

    • Initiative and drive to persistently pursue improvement projects.

    • Team player with good interpersonal, Organizational & administrative skills

    Job Details

    Company: Mashreq Bank

    Employment Type: Full-time

    Job Location: Dubai, United Arab Emirates

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