About the Role
This role focuses on executing the company and customer excellence group strategy aimed at establishing the company as the leader in service excellence in the UAE. The position emphasizes contributing to the spread of a customer excellence culture within branches, aligning with the Customer Experience Group (CEG) agenda, and coordinating with respective area managers. This position is exclusively for UAE Nationals.
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Key Accountabilities of the Role
Responsibilities:
- Support the CEG Leadership team in customer experience strategies and ad hoc initiatives promptly.
- Collaborate with both CEG and area managers to enhance the overall customer experience in branches, acting as a customer experience ambassador and assisting in service level elevation through daily engagement and providing a clear overview of service issues along with actionable improvement suggestions.
- Monitor branches’ performance in customer satisfaction according to service standards and maintain high standards by identifying service gaps and implementing problem-solving strategies.
- Educate frontline staff on key aspects of mystery shopper reports and customer service standards, while also gathering feedback and suggestions from staff on service improvement ideas, assessing their validity, and collaborating with CEG and stakeholders to implement feasible ideas.
- Maintain communication with branches regarding staff attitude complaints, conduct thorough investigations, and provide detailed reports with recommendations to both CEG and area management.
- Monitor high wait time queues and customer feedback devices in branches, reporting findings to management with suggested action plans, and work with branch and area managers on implementation.
- Regularly visit different branches to:
- Meet with customers to help address their needs and prepare detailed reports for senior management.
- Observe branch staff service behaviors, branch conditions, and any related customer service issues.
- Act as a brand and CEG ambassador, promoting service excellence on the ground.
- Conduct quality and service training for new hires in branches.
Specialist Skills / Technical Knowledge Required for this Role
- Bachelor’s degree required.
- Must be fluent in English.
- Customer-centric mentality essential.
- Familiarity with banking systems, products, and services, especially those related to branch operations.
- Ability to multitask and address numerous issues simultaneously.
- Collaborative team player.
- Willingness to travel across all areas in the UAE.
- Proficient in MS Office applications (Excel, PowerPoint, Word).
Previous Experience
- Experience within bank branches is preferred.
- In-depth understanding of bank culture, systems, products, and services.
