Branches Service Excellence Manager ( UAE National)
Commercial Bank of Dubai
Date: 7 hours ago
City: Dubai
Contract type: Full time
Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.
CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.
As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.
Job Purpose:
To monitor and enhance service excellence across branch and elite banking operations, ensuring high customer satisfaction and adherence to service standards.
Principal Accountabilities:
Job Responsibilities
Monitor branch and elite banking complaints, ensuring timely resolution and customer satisfaction.
Develop strategies and initiatives to improve the Net Promoter Score (NPS) for Elite segment.
Review and analyse Mystery Shopping reports to identify areas for service improvement.
Conduct monthly knowledge assessments to ensure staff are up to date with policies and procedures.
Oversee the completion of Control Tests (CTs) by all branches.
Conduct frequent tests on Business Continuity Plan (BCP) to ensure uninterrupted service during emergencies.
Handle Trans Guard & Vendor payments efficiently and accurately.
Plan and organize staff events for better engagement and team building fostering a positive work environment that enhances collaboration and morale for Elite and Branch Distribution
Requirements:
Education And Experience
Bachelor's degree in Business Administration, Customer Service, or related field.
Professional certification in service excellence or customer relationship management is preferred.
Minimum of 2-4 years of experience in customer service or service excellence roles within the banking sector.
CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.
As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.
Job Purpose:
To monitor and enhance service excellence across branch and elite banking operations, ensuring high customer satisfaction and adherence to service standards.
Principal Accountabilities:
Job Responsibilities
Monitor branch and elite banking complaints, ensuring timely resolution and customer satisfaction.
Develop strategies and initiatives to improve the Net Promoter Score (NPS) for Elite segment.
Review and analyse Mystery Shopping reports to identify areas for service improvement.
Conduct monthly knowledge assessments to ensure staff are up to date with policies and procedures.
Oversee the completion of Control Tests (CTs) by all branches.
Conduct frequent tests on Business Continuity Plan (BCP) to ensure uninterrupted service during emergencies.
Handle Trans Guard & Vendor payments efficiently and accurately.
Plan and organize staff events for better engagement and team building fostering a positive work environment that enhances collaboration and morale for Elite and Branch Distribution
Requirements:
Education And Experience
Bachelor's degree in Business Administration, Customer Service, or related field.
Professional certification in service excellence or customer relationship management is preferred.
Minimum of 2-4 years of experience in customer service or service excellence roles within the banking sector.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Group Specialist - Network Security
DP World,
Dubai
7 hours ago
Key Accountabilities JOB DESCRIPTION Administer, troubleshoot and manage network security solutions implemented in Shared Security Hubs, including next-generation firewalls, web application firewalls, security incident monitoring, etc. Provide prompt assistance to the BUs for any new requirements or network support concerns. Fine tune and implement configuration changes to security controls as per requirement. Carry out infrastructure related vulnerability assessments of IT...
Channel Manager (UAE)
OPSWAT,
Dubai
11 hours ago
OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments,...
Admissions and Parent Experience Manager
TES FE News,
Dubai
12 hours ago
Job OverviewWe are seeking an experienced and dynamic Admissions and Parent Experience Manager to join our team at Repton Al Barsha for an immediate start.About CognitaCognita is a global leader in independent education. Founded in 2004, we are a growing community of 100+ schools in 16 countries - in Europe, North America, Latin America, Asia and the Middle East -...
