About the Role
Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. We nurture a diverse, inclusive community where every voice is valued.
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About the Business Area
GBS is a group of highly skilled and talented professionals who form an essential part of our continued journey of success. With a proud history of commitment, innovation, and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each member of the GBS family plays an integral role in driving strategy, growth, and digital evolution by working closely with valued business partners to achieve exceptional customer experiences through outstanding service and support.
Key Responsibilities:
- Sales and Service Support: Set standards, provide expertise and ensure that the team provides high-level service to walk-in customers within agreed times. Ensure that all customer queries and service requests are processed and delivered within the agreed service level turnaround time.
- Volume Delivery: Ensure team members are fully aware and understand the retail products and are updated on all changes and amendments on product features to provide support in achieving agreed sales and volume targets.
- Relationship Management and Customer Support: Identify, manage, and maintain key branch customer relationships and deepen existing customer portfolios through cross-sell, upsell, and retention to meet sales and customer retention targets. Educate the branch team on superior customer service recovery, assist in resolving customer complaints, and monitor team performance with regard to service levels, waiting time, turnaround times, information exchange, and documentation.
- Reporting: Lead the preparation and consolidation of team productivity reports on a periodic basis to report on departmental activities to management.
- Audit and Compliance: Ensure that the Bank’s policies, procedures, and guidelines are consistently followed. Build compliance awareness amongst the team. Review and take action on audit reports, branch control reports, and error logs as required.
- Security Management: Ensure all security items are maintained, balanced, updated; designation memos and takeover certificates are in order in line with the required standards and processes.
- People Management: Manage self and team in line with people management policies, procedures, processes, and practices to maximize contributions to business performance. Organize and supervise team activities to ensure targets and objectives are achieved.
- Policies, Processes, Systems and Procedures: Implement approved departmental policies, processes, and procedures, ensuring employee adherence to required standards of service to customers and stakeholders.
- Continuous Improvement: Manage and motivate the team to contribute to, and participate in, identification and implementation of change initiatives, programs, and projects in line with the Bank’s standards.
- Customer Service: Demonstrate Our Promise and apply service standards to deliver required levels of service in all internal and external customer interactions.
Ideal Candidate Experience:
- At least 5 years of experience within the Banking industry, with experience in supervisory roles.
- Diploma in Banking.
- Working knowledge of Word, Excel, and PowerPoint.
- Leadership and team building skills.
- Time management and organizational skills.
- Problem resolution skills.
What We Offer:
- Competitive Salary: The indicative pay range for this role is AED 30,000 – AED 41,000 per month. All employees are eligible to participate in one of our rewarding variable pay plans.
- Comprehensive Benefits Package: Market-leading medical insurance, group life and personal accident insurance, paid leave, leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and education assistance for children (for certain job levels).
- Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
- Learning and Development Opportunities: We value and facilitate continuous learning and personal development through structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training, and professional development programs.
We are dedicated to creating a respectful, caring, and disciplined work environment that aligns with your career ambitions.
