Middle East Jobs, Careers, Vacancies: Assistant Manager – CX Journeys, Emirates Islamic, Dubai, UAE

Assistant Manager – CX Journeys, Emirates Islamic, Dubai, UAE

Department Description:

To develop and enhance customer experience across CWM and to achieve service delivery excellence supported by an efficient handling of customer queries and complaints and turning the customer feedback into enhancements and changes to become the number one Islamic Bank of choice for customers

Brief Description:
The Assistant Manager will be responsible to maintain a holistic view over the banks experience journeys and constantly evolve this view with initiatives and projects that are driven by insights and feedback obtained from customers complaints NPS surveys mystery shopping

The Assistant Manager is also going to lead the TAT performance for complaints closure and establishing a robust and dynamic First Call ResolutionFCR framework that allows channels in meeting exceeding customers expectations

Detailed Description:

Propose and drive and initiatives backed by a clear plan with preidentified goals that contribute to the CX strategy
Maintain a roadmap for initiatives and activities required to keep improving the customer journeysIT NonIT dependent
Constant review of the bank processes for handling customer complaints
Identify process weak points
Identify initiatives to bridge process gaps and strengthen processes to deliver a better performance
Provide regular updates and feedback on the launched initiatives their performance vs the projected results and their contribution to the bank
Review data and identify areas of improvement
Perform data analysis for generating reports on periodic basis
Provide strong reporting and analytical information support to management team
Generate and distribute management reports in accurate and timely manner Ensure score calculation and quality reports
Graphical representation and PowerPoints
Develops MIS documentation to allow for smooth operations and easy system maintenance
Propose amendments to update current MIS to improve reporting efficiency and consistency
Continuous improvements of the reporting methodology
Initiate different methodology of reporting and initiate changes and suggestion
Work closely with IT CRM CLMetc to enhance reporting and maintain a clear KPI monitoring
Work with internal stakeholders such as OP Risk Operations and compliance to ensure proper documentation and bank processes are adhered to
Liaise with front line staff such as Call Center and Branches to ensure processes are clearly understood implemented and followed
Work closely with the other CX units to develop a deeper understanding of the experience performance
Ensure proper documentation of all initiatives tasks progress and performance updates
Work closely with the CX team members to keep up to date on the identified issues root cause analysis and voice of customer performance and results

Qualifications

Bachelors degree
Minimum 5 years banking experience with minimum 3 years experience in a similar positionrole
Attention to detail and strong organizational skills
Ability to work calmly under pressure
Project management
Banking Operational Skills
Computer skills excel ppt etc
Customer Excellence mindset
Stakeholder management
Personal organization
Communication
Stakeholder Managements

Primary Location

: United Arab Emirates-Dubai-Dubai - Health Care City, Emirates Islamic, Building 16

Job

: Business Support

Organization

: Trainees

Schedule

: Regular

Shift

: Standard

Job Type

: Full-time

Day Job

Job Posting

: Mar 4, 2022, 11:22:41 AM

https://enbd.taleo.net/careersection/ei_ext/jobdetail.ftl?job=41786

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