Customer Experience & Quality Assurance Head ENBD

Emirates NBD is presently accepting applications from suitable candidate for the job role of Customer Experience & Quality Assurance Head. The role holder is responsible to lead and drive business performance and ensure highest standards of sales and customers satisfaction for Wealth Advisory team by developing and executing a comprehensive customers experience strategy aligned with the organization’s overall goals and objectives. You will also establish key performance indicators (KPIs) to assess the success of customer experience initiatives and come up with data driven recommendations for improvement.

Responsibilities of Customer Experience & Quality Assurance Head

• Develop and implement quality assurance processes to enhance sales effectiveness and customer satisfaction.
• Work closely with training and development team to ensure continuous improvements through targeted coaching and training programs.
• Champion the voice of the customer with the organization, influencing wealth product/service enhancements based on customer needs and preferences.
• Effectively handle and resolve escalated customer issues, ensuring timely resolution and maintaining customer trust.
• Identify, develop, and implement new business development opportunities within the Wealth Management and Retail sector’s.
• Lead and oversee wealth management projects from initiation to completion and collaborate with cross functional teams to ensure project success.
• Manage incentives schemes for the Wealth Advisory team to ensure accuracy, timely calculation, and distribution of incentives.
• Generate and analyze MI reports to provide insights on strategic decision making and communicate MI finding to key stakeholders.
• Comply with the letter, intent and spirit of the UAE banking laws, regulations and regulatory guidance. Promptly report any potential or actual breaches in accordance with ENBD policy and procedures.

Requirements of Customer Experience & Quality Assurance Head

• Bachelor’s degree.
• CISI Level 3 certification.
• At least 10 years’ experience in customer-facing roles within Retail and / or Private Banking.

Skills and Knowledge Desired

• Comprehensive knowledge of banking governance and regulatory requirements.
• Advance data analytics and reporting capability.
• Leadership and team management.

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