Client Excellence & Service Delivery Banking
Dubai, United Arab Emirates
Job Description
M
Posted by Mani Sharma
Recruiter
We are seeking a dynamic and experienced professional to fill the pivotal role of Unit Head, Client Excellence and Service Delivery for our financial services client in Dubai. The successful candidate will oversee three key sub-teams: Implementation, Digital Customer Service, and WBG Branch, ensuring the highest standards of service delivery. This role requires a strategic thinker with a strong background in Corporate Banking, specifically in Trade, Supply Chain Finance, Payments & Cash Management, Acquiring, Cards, Loans, and other Account Services. Responsibilities:
Requirements:
- Maintain and update the Client Excellence & Service Delivery SOP, ensuring adherence by all staff.
- Develop and enhance processes and procedures within the Client Excellence & Service Delivery framework.
- Possess strong knowledge and experience in Corporate Banking, staying abreast of external market developments and trends.
- Oversee the development and maintenance of departmental MI & Reporting, reporting to management per the agreed governance structure.
- Accountable for the successful implementation of banks digital corporate products and services.
- Shape the project delivery and implementation approach across the project lifecycle.
- Manage customer pricing requests guided by Sales / Relationship Managers.
- Lead the implementation of digital Sales / Implementation practice management software.
- Lead the delivery of a new Digital Customer Service platform for Wholesale Banking customers.
- Drive customer and staff adoption of the Digital Customer Service platform.
- Oversee end-to-end management of walk-in customers at the Service Desk.
- Ensure adherence to Customer Services KPIs / SLAs
- Ensure proficient handling of customer queries and log all complaints on the CRM.
- Utilize Bank systems effectively, remaining updated on policies, procedures, and products.
Requirements:
- Extensive experience in Corporate Banking, particularly in Trade, Supply Chain Finance, Payments & Cash Management, Acquiring, Cards, Loans, and other Account Services.
- Strong knowledge of digital corporate products and services.
- Proven experience in successful project delivery and implementation.
- Leadership skills with the ability to develop and motivate teams.
- Exceptional communication and interpersonal skills.
- Proficiency in managing customer service platforms.
- Knowledge of Customer Services KPIs / SLAs and quality assurance.
- Familiarity with digital campaign management.
- Sound understanding of Bank policies, procedures, and products.
ABOUT COMPANY
KS Talent Solutions
Singapore 5 Employees HR & Recruitment
\'It feels like working with a Search firm but at a contingent price and cost structure...\' \'For over ten years, KS has provided us with experienced e...
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Job Detail
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Job IdJD1606626
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned