• Ensure that the team is exceeding customer expectations, contribute in the creation of use methods in order to reward, and implement consistently, recognise and drive the delivery of service excellence.
• Engage customers as stakeholders to develop a unique customer value proposition for the business and drive the delivery of this to all customers in alignment with the strategy, leading by example in order to create a customer centric environment and facilitating effective team and cross functional working to achieve business results.
• Achieve set targets in terms of service standards for the Contact Centre, succeed in attaining satisfactory Net Promotor Score (NPS) ratings, champion and propagate the expected service standards throughout the unit by performing model service delivery in all interactions with customers to ensure adherence to policy and process.
• Capitalise on the usage of digital/alternate channels like the Online Chat, Internet Banking, SMS Mobile Banking, Voice Biometrics, IVR system, Mobile Banking and ensure customers’ queries handled, taking appropriate steps to ensure that the marketing strategy is communicated with absolute clarity to all team members to follow, ensure customer satisfaction and error-free transactions by supporting and overseeing the activities of the frontline staff.
• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance.
• Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems.

The ideal candidate should have the following experience;

• At least 6 years of’ experience as a manager in a contact centre or in a customer service environment.
• Bachelor’s degree in Banking or business
• Customer service courses/diplomas
• Advanced MS Excel, Word, PowerPoint
• Customer focus and service excellence mindset
• Decision-making skills
• People management skills
• Risk management skills