Customer Service Manager - UAE National

About ENBD

JOB DESCRIPTION

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

Job Purpose

Priority Banking manages affluent customer relationships, providing a full range of products and services to meet their needs. Priority Banking is a unit within the Retail Banking division and manages ~44k priority banking customers.

The Priority Banking division consists of one segment with names Affluent Banking, Signature Banking & Executive Banking. The Vice President-Head of Operations and Governance is responsible to drive projects and initiatives across all Sub-Segments across Priority Banking which has ~101 RMs & ~53 CSRs among other units within PRB Central team. The total branches now under priority banking service coverage is 67.

Through improving of the PRB service platform we wish to become the customer’s first choice as the primary bank for all his/her banking needs and improve customer profitability and loyalty to the bank through such service.

As a Customer Service Manager (CSM) you will ensure an exceptional service and resolving operational issues exclusively for PRB customers.

The objective is to ensure prioritization of processing for PRB customers’ requests at PRB centers and liaise with retail branch for PRB customer related matters.

The CSM is responsible for all CSR’s reporting to him/her at the main PRB center and other PRB centers mapped to it.

Responsibilities

• Guide and coach CSRs in handling customers queries receive through the following channels
• CRM
• Customer walk-in
• E-mails
• Phone calls
• Faxes
• Escalations from HO/GCE/Central Bank other units
• Problem solving for operational matters and support RM/Area Manager on overall service issues and be the first point of contact for Service in PRB center.
• Manage service escalations at branches where CSRs need help in handling
• Highlight and escalate operational concerns to PRB operation team /Service support team and resolution within TAT
• Seek and obtain clarifications from various support units, PRB Service team and Retail Distribution.
• Ensure process, policy and procedures are followed by CSRs as per SIM online guidelines.
• Ensure prioritization of processing for PRB customers at branches & PRB centers.
• Accountable to BOO/BOM for PRB related Audit/Compliance. Have clear track on all compliance cases handled by CSR as this will be assessed during year end performance
• Review and administer CSRs performance periodically as per KPIs published by the management and report any unacceptable behavior to the Management
• Responsible for escalations, service issues of non-PRB branches mapped to the PRB segment and ensure all customer queries raised are handled within TAT
  
  

Sales

• CSM to ensure CSRs are achieving the Sales targets as per the set KPIs and CSM target will be a rollup of CSM’s direct reportees.
• Ensure the Area target been met by the CSRs and necessary support to be provided to staff in achieving the numbers
  
  

NPS/CSAT

• Ensure Area CSAT/NPS is achieved as per the threshold assigned to the segment as per set KPIs. Identify areas for improvements and report to senior management for discussions.
• Ensure RMs customer requests are handled, and assistance provided in a timely manner
• Ensue walk in customers are handled as per bank standards and actively interact with walk in customers /NTB as and when its required
• Ensure PRB VIP /Royal customer requests are handled efficiently. Empowerment in handling VIP customer requests.
• Avoid any service/ CRM escalations. Maintain 0% escalations department wise & ensure to follow-up on pending SRs in other Departments and to reduce overall segment escalations
• Prioritize requests/Complaints received from CB via GCE team meet the expected SLAs
• Ensure CSRs are attending Daily huddles and meetings conducted by central service support team and ensure staff are duly updated with Bank policy guidelines
• Act independently in decision making within the bank policy /guidelines
• Non-Financial transactions* (verification of documents before submission.)
• Account Maintenance requests – All Documents to be verified before giving for approval to BOO/BOM to avoid any OPC rejection as per set KPIs as CSR’s will be impacted during year end performance evaluation
• Account Opening & Credit Card Applications – re-check for completeness of documentation filled by the RM/CSR and verify before giving for approval to Branch Manager/BOM (in absence of BM).
• Retail Credit Facility applications – documentation to be re-checked for completeness of documentation filled by the RM/CSR and verify before giving for approval to Branch Manager.
• Cheque Book and Debit Card requests verify before giving for approval to BOO/BOM.
• AST (After sales transaction) requests of PRB customers to be initiated by CSR verified and give to BSSM/BOM for approval. (Eg: loan closure, early settlement etc.)
• Financial transactions: -
• (A/c to A/c transactions transfer to be processed at PRB only in case of urgency, else to be processed by the Mass Retail Branch/OPC)
• TTs requests, FDs Requests to be verified before giving for approval to BOO/BOM for processing.
• Financial limits to be the same as CSR.
• Any operational loss to be reported and complete investigation to be provided to PRB central support team prior submitting for Approvals
• For any FX loss reversal cases to be investigated and handled by the CSM and provide complete justification to Area Manager.
  
  

Follow up-

• Urgent cases for completion and for cases which have gone beyond TAT across the segment
• Track soft Requests across: Account Opening, Account Maintenance, FDs and TTs with OPC
• Credit Card Applications with RCC cards
• AST (loans) requests with AST Units
• IT related cases with IT service desk
• (Use the escalation matrix and exception processing guidelines provided for follow up keeping PRB Service support team in loop)
  
  

Review-

• Action and review escalated cases assigned to PRB centers for resolution.
• Follow up with other units holding up cases in CRM for PRB customers of the branch.
• Obtain the generated reports for financial and nonfinancial audit trail reports from “Finacle” validate with the physical requests, verified on the voucher transactions posted by the PRB users and hand over to the branch for sign off and filing.
• Generate the CRM daily cases log report validate with the physical request sign off the voucher and give to the branch for filing.
• Conduct daily morning huddle with CSRs for the ongoing service and operation issues, read and discuss the new circulars. Problem solving of any issues highlighted to be handled after the huddle is completed in a smaller group.
• Responsible for maintaining working quantities of the priority banking stationary items at the branch. eg. Priority processing envelopes, RM/CSR stamps, Received Stamps, Priority Stickers and other PRB forms/applications.
• Daily review of FD failure reports, Inward Referrals & Standing Instructions failure reports.
• Daily closing check of SRs pending in CRM, tallying of Priority Q Cards, ensure stamps are kept in safe custody, all customer requests of the day is actioned.
• To adopt an open and effective communication style and to act as a strong team leader for the benefit of his/her team and of the unit as a whole.
• To be accountable for his/her team, client satisfaction and service quality levels at the branch by ensuring clients’ expectations are met consistently.
• CSMs must take full responsibility and ownership for PRB customer service at the branch
• Provide overall feedback for CSR under his/her supervision
• CSM to ensure completion of training assigned to CSR from HR
• Staff growth and development
  
  

Requirements

• Education
• Bachelors /Graduate in any stream – preferably commerce/banking
• Experiences
  
  

3-5 years experience in the banking industry.

Experience in Customer Service/Operations/Relationship Management

• Knowledge & Skills Banking Systems/CRM/MS Office – Intermediate Skill level - Excel/Power Point/Word
• Has handled team or was in a position that included managing staff/team members
  
  

WHAT WE OFFER YOU:

• Competitive salary package
• Market-leading incentives
• Strong emphasis on work/life balance
• Generous annual leave entitlement and Private Healthcare
• World-class Learning & Development platform and career development
• Preferential banking facilities for employees`
  
  

WHY JOIN US?

We aspire to be an employee’s employer of choice. We believe, we can help you realize your true potential by providing the right opportunities. At ENBD we are reimagining the future of work so that you can unlock your potential, every day we want to ensure, every employee can exceed in the future of work by upskilling, building new digital skills and knowledge. Our goal is to empower our employees to build a career experiences and skills they need in the future and that will produce a great outcome for our bank as well, we want our employees no matter their background, location, preferences to feel engaged to one ENBD team.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. ENBD is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, however due to high volume of applicants, only SHORTLISTED candidates will be contacted.