Service Support Manager Emirate NBD

Emirate NBD is presently accepting applications from suitable candidate for the job role of Service Support Manager. The role holder would take steps to enhance customer experience in branches by managing customer Queue times served within TAT, CRM escalations, CSAT surveys, and OPC rejections to ensure quality of sourcing documents. Key stake holder in projects with other main departments to ensure the successful roll out and launch of the projects.

Responsibilities of Service Support Manager

• 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. Dealing with several service providers to implement projects ensuring customer satisfaction, Technical items, outsource staff and IT.
• Yearly KPI’s review and update for all the branch rating for update in PMS. Liaising with the regional managers as well as key department heads. Yearly update of the organizational chart for all the regions.
• 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.

Requirements of Service Support Manager

• Bachelors degree in Business, Finance or in Accounting.
• 2-3 years of experience in similar role.

Skills and Knowledge Desired

• Excellent Problem solving skills.
• Good time management skills.
• Adaptability skills.
• Ability to work under pressure.
• Positive attitude.

Compliance Manager AML Advisory Emirates NBD