Emirates NBD is a market leader across the MENAT (Middle East, North Africa and T\xc3\xbcrkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.
At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.
In line with the UAE Government\xe2\x80\x99s strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation\'s success. We are looking to find the best UAEN talent to join our ENBD family.
The Manager- Service support manages the Service Excellence team consisting of 6 regions with nearly 95 branches. 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. 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\xe2\x80\x99s 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 More jobs on https://www.qureos.com/