Customer Service Manager Emirates NBD UAE

Emirates NBD is presently hiring for the role of a Customer Service Manager in Abu Dhabi. The primary responsibility of a Customer Service Manager (CSM) is to ensure an exceptional service & resolving operational issues exclusively for PRB customers. The objective is to ensure prioritization of processing for PRB customers requests at PRB centers & liaise with retail branch for PRB customer related matters. Also the role holder is responsible for all CSR’s reporting to him/her at the main PRB center and other PRB centers mapped to it.

Responsibilities of Customer Service Manager

• Guide and coach CSRs in handling customers queries receive through CRM, customer walk in, E-mails, phone calls, faxes and escalations from HO/GCE/ Central Bank other units.
• Problem solving for operational matters and support RM/Area Manager on overall service issues.
• Be the first point of contact for Service in PRB center.
• Manage service escalations at branches where CSRs need help in handling.
• Highlight & 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.
• CSM to ensure CSRs are achieving Sales targets & CSM target will be a rollup of CSM’s direct reportees.
• Assist CSRs in meeting Area target and provide necessary support to staff in achieving the numbers.
• Acheive Area CSAT/NPS as per threshold assigned to the segment as well as set KPIs.
• Handle RMs customer requests and provide assistance in a timely manner.
• Handle walk in customers as per bank standards and actively interact with walk in customers /NTB as required.
• Handle PRB VIP /Royal customer requests efficiently. Empowerment in handling VIP customer requests.

What Customer Service Manager Has to Do More?

• Prioritize requests/Complaints received from CB via GCE team meet the expected SLAs.
• Handle urgent cases for completion and for cases which have gone beyond TAT across the segment.
• 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).
• AST (After sales transaction) requests of PRB customers to be initiated by CSR verified and give to BSSM/BOM for approval.
• A/c to A/c transactions transfer to be processed at PRB only in case of urgency, else to be processed by Mass Retail Branch
• TTs requests, FDs Requests to be verified before giving for approval to BOO/BOM for processing.
• Report any operational loss and provide complete investigation to PRB central support team.
• Obtain the generated reports for financial and nonfinancial audit trail reports from “Finacle” validate with the physical requests, verified on voucher transactions posted by the PRB users and hand over to the branch for sign off and filing.
• Conduct daily meetings with CSRs for the ongoing service and operation issues, read and discuss the new circulars.
• Adopt effective communication style & act as a strong team leader for benefit of team and of unit as a whole.
• Accountable for team/client satisfaction and service quality levels at the branch by meeting clients expectations.
• CSMs must take full responsibility and ownership for PRB customer service at the branch.
• Provide overall feedback for CSR under his/her supervision.
• Responsible for staff growth and development.

Qualification Requirements for Customer Service Manager

• Bachelor’s or Master’s degree in business administration, finance or any related banking field.
• 3-5 years of experience of related banking experience.

Procedure to Apply

If you wish to grow with us, please apply now and become part of Emirates NBD. To apply for the job of Customer Service Manager, please use the Apply Now button. It will redirect you to official registration form. Once you are on registration portal, complete your profile by adding your personal and professional details. You will also need to upload your updated CV & other relevant documents. Finally, follow instructions provided to complete the application process. Good luck to you !

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