JOB PURPOSE

To oversee and manage all aspects impacting the quality of customer experience for the Group in order to manage the flawless customer experience in line with ADCB service standards and as measured through ADCBs service metrics in order to constantly improve service metrics and scores

ACCOUNTABILITIES

Customer Experience Management: Oversee and manage the end to end customer experience within the Group, handle customer queries/complaints, communicate service metrics, monitor and analyse results and implement changes, conduct periodic spot checks and monitor customer interactions in order to meet/exceed customer expectations, service standards and achieve quarter on quarter improvement in service metrics and scores

Business Process Reengineering: Provide inputs based on facts and supported by the customer experience to the respective teams in order to improve processes by identifying deficiencies. Take part in project teams involved in customer service initiatives and where possible implement quick solutions in order to remedy possible problems or bottlenecks

Management Reporting: Monitor and maintain the service data for the Group for all service performance metrics (For example: SLAs and reworks; customer feedback surveys; customer studies, mystery shopper; other internal measures/surveys for all customer touch points) to ensure transparency and data integrity

Review the service data for the Group to providee key analytics and trends in order to have a holistic view of the group\xe2\x80\x99s performance and to identify key areas to improve the performance of the business

Service Recovery and Support: Receive and manage customer complaints and red flags by liaising with respective departments to implement remedial and preventative actions on client complaints and internal service failures to ensure satisfactory resolution, avoid future reoccurrences and delivery optimum client service

Maintain the complaint details in a centralized log with correct identification of root causes and resolution in order to highlight any arising trends to the Department Head for remedial action

Internal Collaboration: Liaise with all departments in ADCB and the Branch network in order to deliver on service requirements, gather data, investigate or collaborate to ensure flawless customer experience management

Policies, Processes, Systems and Procedures: Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders

Self-Management: Manage self in line with the bank\xe2\x80\x99s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance

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

EXPERIENCE, QUALIFICATIONS & COMPETENCIES

Minimum Experience

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

Minimum Qualifications

Bachelor\xe2\x80\x99s Degree in Business Management, Quality Management, Banking or Economics

Professional Qualifications

Knowledge and Skills

Microsoft Office (Advanced Word; Excel and PowerPoint)

Analytical and Data Interpretation Skills

Communication and Presentation Skills

Reporting Writing Skills

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