Service Support Manager Emirates NBD

Job Detail

Job ID 9471
Career Level Intermediate
Experience Fresh
Gender Female|Male

Job Description

Service Support Manager at Emirates NBD is responsible to manages the Service Excellence team consisting of 6 regions with nearly 95 branches. The role holder would take steps to enhance customer experience in branches by managing customer Queue times served within TAT. Key stake holder in projects with other main departments to ensure the successful roll out and launch of the projects. Responsible for the team developments and various related activities and completion of tasks. Data representation and analysis for different management requirements. Focusing on nationalization by interviewing and hiring to meet HR and the organizational goals. Yearly KPI’s review and update for all the branch rating for update in PMS.

Responsibilities of Service Support Manager

Conduct daily, weekly and monthly branch monitoring of these various rating and achieve superior customer experience in the branches.
Monthly Capacity planning of Teller and CSE transactions and highlighting the required staff numbers.
Controlling quality of documentation tracked by the branches to ensure customer TAT.
Ensure customer requests and complaints are resolved within stipulated turnaround times (TAT), manage and resolve customer escalations and providing necessary support.
Foster and contribute personally to the achievement of a flow of improvements to processes and procedures in order to enhance productivity, operating efficiencies and customer experience.
Propose, plan, manage/ support and implement projects aimed at improving service quality in order to deliver results as per the business case.
Manage, motivate and coach the Service Support team to achieve desired levels of service quality in their respective regions and their own development.