Job Purpose

To lead and manage a team of Service Officers to provide first level support to customer facing employees, take ownership of CIBG customer maintenance requests and commercial account opening in line with the agreed SLAs and standards in order to achieve customer experience targets

Accountabilities

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\xe2\x80\x99 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

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\xe2\x80\x99s strategy and targets in order to increase their usage

People Management

Manage self and team in line with ADCB\xe2\x80\x99s people management policies, procedures, processes and practices to ensure adherence and to maximize own and employee contribution to business performance

Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems

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, programmes and projects in line with the bank\xe2\x80\x99s standards

Customer Service

Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank\xe2\x80\x99s required levels of service in all internal and external customer interactions

Skills

Minimum Experience

At least 6 years of experience within a customer facing front end function in commercial banking

Minimum Qualifications

Bachelor\xe2\x80\x99s Degree in Business, Accounting or Finance

Knowledge and Skills

Analytical Skills

Microsoft Office (Word, Excel and PowerPoint) Core Knowledge of Banking Systems

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