Customer Experience Management

• Oversee and manage customer maintenance requests, support customer queries/complaints, communicate service metrics, monitor and analyse results and implement changes, conduct periodic spot checks in order to meet/exceed customer expectations, service standards and achieve quarter on quarter improvement in NPS scores
• Ensure all RM locations are adequately covered by the support team, based on the volume of work and requirements from the front-end team to ensure SLAs, turnaround times and service standards are met

Financial Analysis and Credit Assessment

• Oversee and manage the team supporting RMs in gathering the required information and documentation in order for them to analyse clients’ financial health and needs as well as their industries/markets on regular basis
• Under the RMs supervision, support with technical operations in the system during the Credit process (For example: raising memos and completing reviews) to ensure turnaround times and other service metrics are met in line with valid SOPs and policies

Sales Support Manager Business Support

• Use available data to educate clients on access options and identify cross-sell opportunities in order to deepen client relationships and support the generation of sales revenue for the bank
• Educate clients on use of digital applications and channels, in line with the Bank’s strategy and targets in order to increase their usage

People Management

• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance
• Oversee the preparation and consolidation of the team productivity reports in order to report on departmental activities

Policies, Processes, Systems and Procedures

• Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders

Continuous Improvement

• Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives.

Customer Service

• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service.