Team Leader, Client Excellence

Job Purpose:

Leads the Client Excellence Team to provide effective customer service to Institutional and Corporate clients by acting as the main point of contact for enquiries, requests and issues received via Digital Client Service Portal related to Trade, Supply Chain Finance, Payments and Cash Management, Acquiring, Cards and other Account Services. The candidate is expected to lead and drive the team performance to deliver a first-class client experience for our Corporate and Institutional clients. Drive digital adoption amongst clients and adopt self-service approach. In addition, the Team Leader should lead by example and demonstrate a keen eye for making department improvements with a particular consideration for digital solution. The Team Leader, Client Excellence leads the team who operate the front-line for client communication and cross-selling hence the candidates must be able to lead a team to sell / cross-sell confidently.

Principal Accountabilities:

Hold a very strong knowledge and experience in Wholesale Banking product and services and specifically within the areas of: Trade, Supply Chain Finance, Payments and Cash Management, Acquiring, Cards and other Account Services.

Demonstrated awareness of other banks product and service offerings in the market is added advantage.

Augment client engagement by having close collaboration with product, sales, coverage, operations, and technology teams.

Lead the team to handle client requests / queries / issues logged on Digital Client Service Portal in a quick and efficient manner and ensure clients are satisfied with the response and service provided.

Lead the team to raise awareness on Digital Client Service Platform amongst stakeholders and drive utilization of the platform.

Lead the team to identify potential product / process enhancements in-line with the requests / complaints being received via Digital Client Service Portal and effectively coordinate with other departments i.e., Products, Operations, IT etc, to implement these enhancements.

Prepare daily, weekly, and monthly reports / dashboard relating to Digital Client Service Portal and engage with stakeholders on regular basis for enhancing client experience.

Hold a full grasp and understanding of the Client Excellence and Service Delivery (CESD) SOP and always operate in-line with the SOP guidelines.

Lead the team to ensure effective coordination with other departments across the bank including Products, Sales, Operations, Trade, Credit, Clearing, Payments, Relationship Management, Branch Network etc. to help answer and close client requests, queries, and issues.

Lead the team to drive utilization of a self-service online guides with clients for greater efficiency and capacity.

Own, maintain and enhance the CESD knowledge base, by listening to client /employee feedback, requests and preparing appropriate guidance to support the client.

Ensure the team use other internal systems including Operational Remedy and IT Remedy system to raise client requests to other departments across the bank within Operations and IT

Ensure the team keep Digital Client Service Portal cases fully up to date, with the latest status and information from the client.

Lead the team to support clients onboarding by providing the necessary forms and guidance on filling out the forms including digital submission of e-Forms.

Comply with the authentication agreement and policies and procedures of the Bank for information exchange and customer handling.

Service and Quality

Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.

Ensure proficient dealing with customer queries to provide appropriate solutions to enhance the client satisfaction levels.

Ensure the team log all complaints received from clients on the CRM for routing to the Complaints Handling Unit

Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.

Record all ideas and suggestion provided by clients on CRM for further analysis and action.

People

Take active interest in self-development and competencies to hold higher responsibilities.

Ensuring smooth transition of new entrants by providing necessary training on operating procedures and practices, systems, etc.

Take responsibility for full cross-skilling of the team to close any knowledge gaps and ensure a fully cross-skilled team model without weaknesses.

Run weekly one to one meeting with team members to manage their performance and development.

Requirements:

Education and Experience:

Degree in Finance or Business Administration

8–10 years of experience in operations, technology, product management or customer service would be preferred

Experience in managing teams

Good command of English

Arabic language skills are very beneficial