Manager – Digital Operations

at  Emirates NBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) 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. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

SKILLS AND EXPERIENCE

• Capability of problem solving, designing customized solutions; strong customer centric approach and motivated to deliver quality results
• Collaborate with product and channel product owner teams to align digital banking initiatives with key performance indicators (KPIs), focusing on metrics such as customer complaint turnaround time (TAT) reduction, total number of complaints
• Conflict Management skills ensuring a win-win situation for impacted parties
• Managerial skills to manage a team of 4-5 resources
• Analytical skills to prepare, understand and interpret reports and come up with recommendations
• 8-9 years of Digital channel processes experience
• Knowledge of regulatory requirements and compliance standards related to digital banking

• Ensure smooth and continuous operations of all channels 24/7. It is thus responsible for day to day management of all channel platforms, including ENBD X Mobile app, Online Banking, IVR, Digital Account Opening, WhatsApp Banking
• Identify and analyze top customer complaints and pain points in digital banking journeys and develop strategies to improve these experiences through proactive measures and innovative solutions
• Continuously monitor and analyze customer feedback, complaints, and performance metrics to identify areas for improvement and drive ongoing enhancements to digital banking experiences
• Lead the implementation of new proactive customer service ideas to anticipate and address customer needs before they arise, enhancing overall satisfaction and loyalty
• Oversee content management for all outgoing customer communications across digital channels, ensuring consistency, accuracy, and alignment with brand guidelines
• Investigate potential service issues through available transaction logs and digital tools mapping the service usage, to identify the potential failure or journey break points (customer abandonment)
• Manage all the SRs (CRM Service Requests) assigned to Multichannel Banking by different front-end staff within the defined processes and agreed timelines. This role must ensure oversight of response times and escalation levels
• Investigate potential service issues through available transaction logs and digital tools mapping the service usage, to identify the potential failure or journey break points (customer abandonment)
• Ensure the integration of strong control and compliance mechanisms within digital banking processes and systems, working closely with internal stakeholders such as development teams and channel product owners to maintain adherence to industry standards and regulations