banking jobs in UAE | Abu Dhabi Islamic Bank emirates careers
Abu Dhabi Islamic Bank announced, through its Linkedin account, a bank job in uae (Head of Call Center) according to the following:
- Cost Management and optimization: Develop and execute strategies to optimize operational costs within the contact center, including Staffing, technology, and other resources.
- Monitor and analyze key performance metrics to identify cost-saving opportunities and areas for improvement.
- Foster a culture of continuous improvement and employee engagement.
- Digital Channel Optimization: Lead the transition of customer interactions from traditional voice channels to digital channels, such as chat, Mobile banking, Internet banking, and self-service options.
- Develop and implement a roadmap for digital channel expansion, ensuring seamless integration and functionality.
- Collaborate with IT and customer experience teams to enhance digital self-service options.
- Manage the effective achievement of the team’s objectives through setting individual objectives, managing performance, developing the team, and providing formal and informal feedback to maximize overall performance, engagement, and motivation
- Contribute to the preparation of the business area’s budget and manage and monitor the financial performance against the budget so that areas of unsatisfactory performance are identified, rectified promptly and potential performance improvement opportunities are capitalized upon
- Drive a culture that is focused on exceeding customer expectations, create, and use methods to reward, recognize and drive the delivery of service excellence
- Engage customers as stakeholders to develop a unique customer value proposition for the business and drive the delivery of this to all customers in alignment with the strategy, leading by example to create a customer-centric environment and facilitating effective team and cross-functional working to achieve business results
- Achieve set targets in terms of service standards for the Contact Centre, succeed in attaining satisfactory NPS ratings, champion and propagate the expected service standards throughout the unit by performing model service delivery in all interactions with customers
- Capitalize on the usage of electronic/alternate channels like Online Chat, Internet Banking, SMS Mobile Banking, Voice Biometrics, IVR system, and Mobile Banking and ensure customers’ queries are handled, taking appropriate steps to ensure that the marketing strategy is communicated with absolute clarity to all team members to follow, ensure customer satisfaction and error-free transactions by supporting and overseeing the activities of the frontline staff
- Adhere to all relevant organizational and departmental policies, processes, standard operating procedures, and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders
- Manage and motivate the team to ensure they contribute to and participate in, the identification and implementation of change initiatives, programmers, and projects in line with the bank’s standards.
- Act as the Voice of the Customer, championing change and improvements across the customer experience, driving change, and influencing future change/projects to support and improve customer experience.
- Demonstrate Our Promise and apply the bank Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions.
- Arabic Native
- Decision-making skills
- People management skills
- Risk management skills
- Analytical skills
- Advanced MS Excel, Word, PowerPoint.
Details and apply for this ADIB - Abu Dhabi Islamic Bank job as follows:
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