Priority Capability & Development Manager

About the Role
The Priority Capability & Development Manager plays a vital role in enhancing the capabilities of Priority Banking. This position is instrumental in managing the customer service functions to ensure quality service delivery and operational controls within the Gold Centers. The successful candidate will ensure that the centers meet high standards and align with customer expectations.

Key Accountabilities

• Control and manage all priority customer complaints received from the Call Center, Gold Centers, and other channels.
• Monitor Relationship Managers' (RMs) achievements against targets and provide necessary solutions to improve performance.
• Provide suggestions for portfolio retagging and movement to enhance RM capabilities.
• Ensure monthly targets are met with maximum productivity from each RM within the assigned area.
• Ensure all Gold Centers maintain required standards and are equipped with functional technology such as ATMs, screens, and IT equipment.
• Liaise with other departments regarding customer requests and complaints.
• Monitor Mystery Shopper scores to identify areas for improvement.
• Collaborate with priority staff to generate ideas that enhance customer experience and streamline interactions with the bank.
• Identify new business opportunities while servicing customers.
• Monitor overall team performance and suggest strategies to maximize productivity.
• Assist in assessing the RMs' skills, development needs, and areas for improvement.

Key Performance Indicators

• Delta change of Priority Banking productivity per role.
• Timely closure of customer complaints within agreed turnaround times (TAT).
• Gold Centers consistently meeting operational standards.
• Overall profitability metrics.
• Customer satisfaction levels.

Specialist Skills / Technical Knowledge Required

• Bilingual proficiency in Arabic and English.
• In-depth working knowledge of customer service and frontline management.
• Excellent communication skills.
• Proficient in Microsoft Word and Excel.

Previous Experience

• A minimum of six (6) years of banking experience, particularly in customer-facing roles such as Front Office positions.