Company: Mashreq
Location: United Arab Emirates
Employment Type: Full-time
Posted: 13 hours ago
Description:
Job Description
Provide a defined customer experience strategy and framework through setting and monitoring of service standards.
Management of the NPS /VOC program across business verticals with continuous program review, distribution and analysis of the respective reports and scores.
Analyze NPS/VOC score reports, provide root cause assessments for identified customer pain points and propose alternative solutions to ensure improved client experience, improved operational efficiencies and better revenue realization
Design customer centric KPIs across all business segments, same to be embedded in business scorecards with main focus on customer experience and brand impact
Responsibilities
• Outlay and define Mashreq’s Client Experience strategy and framework
• Develop, implement and align customer experience policies and procedures across all business segments
• Establish framework for E2E customer journeys across operational process and products to identify, assess and improve customer touch points and deliver superior service levels.
• Define and establish customer centric KPIs by process and align back into RMs business performance scorecards
• Develop, digitize and streamline the complaint management process to track and resolve complaints effectively & eradicate them from the system following a detailed root cause analysis and improved TAT leading to best in class customer service levels.
• Identify any additional opportunities to digitalize unit activities and work closely with the relevant stakeholders to develop & implement it.
• Roll out the NPS, VOC for external clients and incorporate product and process feedback from internal stakeholders across all verticals to promote & market MB brand in the local, regional and global markets as top tier bank in customer experience, telephone banking and effective complaints resolution.
• Lead & manage Retail customer service unit to provide premium level of service
• Align the units to adopt cost effective methods by venturing into new digital tools (e.g. Chatbot, IVR etc.) to enhance customer experience and effectively manage cost by process re-engineering and automation.
• Develop a quality service culture that becomes the basis for all job holders to be adequately rewarded / recognized or face consequence management for failing to meet the defined standards.
• Strategic management and development of all the teams with the aim of becoming the customer’s preferred channel of interacting with the bank and the most advanced Direct Channels unit not only in UAE but in the region.
• Provide effective leadership, motivation and develop dynamic business by effectively leveraging employee engagement tools.
• Support CCE&CO to achieve exceptionally high level of customer satisfaction scores across all channels.
Lead the development, application and measurement of Customer Service Standards for assigned groups/verticals for all activities through the life cycle of the queries/ complaints as primary contact for customers.
Qualifications
• University Graduate, preferably an MBA with over 12 years of relevant work experience in a Service Environment managing quality, general banking processes, call centers.
• Extensive experience in different Client Service, transformation, quality control, process re-engineering and root cause analysis areas
• Extensive Knowledge and experience in rolling out and implementing client experience programs such as NPS, VOC/VOE and product and process optimization.
• Strategic agility to align feedback and analysis of the VOC /NPS reports for continuous improvement in highlighted areas
• Project Management and Analytical skills.
• Excellent leadership and people management capabilities to lead very large teams engaged in multiple activities.
• Ability to work under pressure and handling both strategic and tactical issues.
• Excellent interpersonal skills.
• Working knowledge of all latest Call center technology.
About Us
The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator
in banking and finance, powered by a diverse and dynamic team who put customers first.
Together, we pioneer key innovations and developments in banking and financial services.
Our mandate? To help customers find their way to Rise Every Day, partnering with them through
the highs and lows to help them reach their goals and unlock their unique vision of success.
Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.
We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.
Apply via:
• LinkedIn
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