Mashreq Bank announced, through its Linkedin account, a bank job in uae (Director, Wholesale Customer Service Unit) according to the following:
To lead the CIBG Customer Services Unit in order to provide the highest level of Customer Services and ensuring delivery of highest quality support services to CIBG customers across all the products.
Embark on a digital transformation journey in line with the bank strategy, resulting in reduced cost & customer experience optimization
To manage and drive a specialized team towards the achievement of goals and objectives of business and in line with Customer Expectations
Define delivery channels, business model and standards of services in line with the Bank’s strategy
Manage CIBG Customer Services Unit to ensure the smooth running of the team and that SLA’s are met or exceed and quality targets maintained at all times.
To ensure regular contact with customers to provide timely and accurate information on all relevant matters arising within the service unit.
Responsible for identifying and developing a superior customer service model ensuring implementation of best practices in support management through continuous assessment, communication process and product recommendations to relevant departments, actively looking for process enhancements and quality improvements and resulting in world class customer experience, response resolution and closure times.
Ensure operational excellence, process effectiveness and to drive the right business behaviors and results
Provide professional and effective services to internal and/or external customers to meet customer expectations, particularly in terms of Quality and timeliness in-line with departmental standards, procedures and guidelines.
Maintain close synergies with customers in order to gauge the pulse of customers and provide tailor made solutions and service which results in customer delight.
Ensure a good level of understanding and knowledge of CIBG products and services which is improved and maintained at all times, ensuring that customer queries can be dealt with accurately and supported by the unit.
Relevant business or technology degree or equivalent University degree with sufficient experience of Customer Handling, Corporate products & systems
Be able to dimension the impact of new technologies being introduced to be able to assess their impact on the Customer Service.
A strong business and operational background with clear understanding of how the back office operates
Strong team management skills.
Details and apply for this Mashreq Bank job as follows:
