Customer Service Manager

Job Description

Company Introduction

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

“In line with the UAE Government’s strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success. We are looking to find the best UAEN talent to join our ENBD family”

Preferably UAE Nationals

Job Overview

As Customer Service Manager at Emirates NBD, your role is

To ensure an exceptional service and resolving operational issues exclusively for Priority Banking customers. The objective is to ensure prioritization of processing for Priority Banking customers’ requests at Priority Banking centers and liaise with retail branch for PRB customer related matters. The Customer Service Manager is responsible for all CSR’s reporting to him/her at the main Priority Banking center and other PRB centers mapped to it.

Responsibilities

• Guide and coach CSRs in handling customers queries receive through the following channels like CRM, Customer Walk-In, Escalations from HO/GCE/Central Bank other units
• Problem solving for operational matters and support Relationship Manager/Area Manager on overall service issues and be the first point of contact for Service in PRB center
• Manage service escalations at branches where Customer Relationship Officer need help in handling
• Seek and obtain clarifications from various support units
• Ensure process, policy and procedures are followed by Customer Relationship Officer as per SIM online guidelines.
• Responsible for escalations services issues of non-Priority Banking branches mapped to the PRB segment and ensure all customer queries raised are handled within TAT
• Ensure Relationship Manager’s customer requests are handled, and assistance provided
• Ensure Priority Banking VIP /Royal customer requests are handled efficiently. Empowerment in handling VIP customer requests.
• Avoid any service/ CRM escalations. Maintain 0% escalations department wise & ensure to follow-up on pending SRs in other Departments and to reduce overall segment escalations
  
  

To be successful in this role, you will need the following skills and experience…

• Bachelors /Graduate in any stream – preferably commerce/banking
• Banking experience -3 to 5 years
• Team Management Experience – Min 2 to 3 years
• Experience in Customer Service/Operations/Relationship Management
  
  

What We Offer You

• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare
• Preferential banking facilities for employees
  
  

Why Join Us

We aspire to be an employee’s employer of choice. We believe, we can help you realize your true potential by providing the right opportunities. At ENBD we are reimagining the future of work so that you can unlock your potential, every day we want to ensure, each employee can exceed in the future of work by upskilling, building new digital skills and knowledge. Our goal is to empower our employees to build a career experiences and skills they need in the future and that will produce a great outcome for our bank as well, we want our employees no matter their background, location, preferences to feel engaged to one ENBD team.