About the Role
The Priority Capability & Development Manager plays a critical role in enhancing the Priority Banking capabilities while ensuring exceptional customer service delivery for the Gold Centers. This position focuses on maintaining operational controls and driving continuous improvement in customer service efficiency, ensuring that the Gold Centers consistently meet high standards and customer expectations.
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Key Accountabilities of the Role
- Control and manage all priority customer complaints received from Call Center, Gold Centers, and other channels.
- Monitor Relationship Managers’ achievements versus targets and provide required run rate solutions to enhance their performance.
- Provide suggestions on portfolio retagging and movements to improve RM capabilities.
- Ensure the achievement of assigned monthly targets with maximum productivity per RM in the designated area.
- Ensure all Gold Centers meet operational standards and are equipped with functional technology (e.g., ATMs, TV screens, IT equipment).
- Follow up with other departments regarding customer requests and complaints.
- Monitor Mystery Shopper scoring and identify areas for improvement.
- Collaborate with priority staff to suggest ideas that enhance customer experience and facilitate their interactions with the bank.
- Prospect new business opportunities related to servicing customers.
- Monitor the overall performance of teams and suggest actionable steps to maximize productivity.
- Assist in assessing RMs' skills and development needs, highlighting areas requiring improvement.
Key Performance Indicators
- Delta change of Priority Banking per role productivity
- Customer complaints resolved within agreed turnaround times (TAT)
- Gold Centers meeting operational and service standards
- Overall profitability
- Customer satisfaction scores
Specialist Skills / Technical Knowledge Required for This Role
- Bilingual proficiency in Arabic and English
- Working knowledge of customer service and frontline management
- Strong communication skills
- Good working knowledge of Microsoft Word and Excel
Previous Experience
- Minimum of six (6) years of banking experience in customer-facing roles (e.g., Front Office).
