Company Description
Looking to join the #1 bank in the UAE and one of the most prestigious in the region? We're looking for professionals who are driven, skilled, and ready to take on new challenges. Together, we can achieve our goals, making a lasting impact on both our company and the industry as a whole.
Join us and leave your mark on the industry. Let's work together to achieve great things and unlock new possibilities for our employees, customers, and communities.

To assist in managing day-to-day operations of all direct banking channels activities, and assist in design of new processes and features within the channels
Qualifications
Specific Job Accountability
xe2x96xaa Draft business requirements and change requests
xe2x96xaa Design new processes and features within the channels
xe2x96xaa Track daily transactions performed over the channels and monitor fulfilment
xe2x96xaa Resolve customer complaints within TAT specified
xe2x96xaa Action non-fulfilled requirements or monitor for fulfilment as agreed with SLA and agreed service standards
xe2x96xaa Tackle technical of business teething problems/bugs during UAT or post implementation
xe2x96xaa Perform channel User Acceptance Test (UAT), prepare Business Requirement Document (BRD)
xe2x96xaa Review Functional Service Document (FSD), Technical Architecture
xe2x96xaa Design UAT scenarios and UAT test execution cases and what if situation arises and plan for change requests and plan for resolution closely with IT department for fulfilment
xe2x96xaa Enhance Customer Relationship Management (CRM) solution for the Bank Call Centre
xe2x96xaa To supervise Team on productivity standards, Quality Assurance and meet Turnaround time.
xe2x96xaa To prepare Standard Operational Procedures (SOPs)
xe2x96xaa Prepare MIS, meet performance standards and overall Teams achievements
xe2x96xaa To establish relationship with clients, senior management and working closely across all departments
xe2x96xaa To proof GL accounts and reconcile Internal service provider accounts
xe2x96xaa To broadcast SMS and Emails for the Bank and take ownership in co-ordination with marketing department.
xe2x96xaa Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.
xe2x96xaa Authorised to take decisions as per the approved authorisation matrix.
Additional Information
Minimum Qualification
xe2x96xaa Minimum Bachelor's degree, commercial and technical qualifications, and experience required for performing the full duties of the job.
Minimum Experience
xe2x96xaa Graduate with 2 years' experience within customer service industry.
xe2x96xaa General Banking experience with sound operational understanding is mandatory.
xe2x96xaa Understanding of Contact Centre technology, such as IVR and web, and workflow management software.
xe2x96xaa Business experience on Call Centre, IVR, and CRM, internet and mobile banking,
xe2x96xaa Familiar with MS office, advanced excel and good in number crunching and analysis.
xe2x96xaa Strong analytical skills, and business logic