Bayt.com
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Job Description

The Customer Service Manager’s primary responsibility is to develop and implement service strategies to meet customers' needs and deliver strong overall experience. This involves channel design and management;  employee management, training, and engagement; designing and implementing process improvements to enhance customer experience; analyzing customer feedback and monitoring service metrics; and working closely alongside the other functions to ensure overall alignment with ruya’s strategy and vision.


  • Establishing the customer service function for ruya from systems, process, people, and customer experience perspectives.
  • Supporting the bank’s growth and scaling by participating in customer journey and process development, product and feature launches and systems enhancements
  • Developing the organizational structure of the customer service function with a focus on team empowerment to efficiently resolve issues end-to-end; as well as a focus on scalability to ensure the function can grow to support ruya’s commercial success
  • Manage the performance of the department by setting performance objectives, reviewing employee performance against KPI and metrics
  • Maintain a culture of community and integrity as per ruya Guiding Principles, ensure employee concerns are met and E-Sat are achieved by enforcing the right culture of customer centricity and empowerment.
  • Ensure high quality resolutions are provided to customers,
  • Provide consistent coaching, feedback and support to staff
  • Lead on Implementation and improvement of the standard operating procedures
  • Update progress on SLA periodically with effective reporting
  • Drive end-to-end process improvement initiatives and projects
  • Identify potential attrition through early warning signals and adopt retention measures
  • Analyse complaint root cause and trends and provide recommendation to reduce complaints.

Work cross functionally to simplify processes 

Skills

  • Innovation in Customer Engagement and customer advocacy -designing and implementing service protocols, understanding customer journey mapping, and continuously seeking ways to enhance the quality of service
  • Excellent knowledge of management methods and techniques
  • Recruiting, selecting, training, and coaching employees

Data Analytics and Reporting

  • Professional understanding of Financial Banking Products/ Services.
  • Familiar with high level management of  Digital Platforms interactions ie. Calls, chats, video calls, emails etc.

Working knowledge of customer service software, databases and tools

  • Leadership and conflict resolution skills
  • Effective decision-making skills to make beneficial organizational decisions regarding a company's customer service policies
  • Organizational skills -ability to manage various tasks and responsibilities successfully.
  • Operational Management and Efficiency

Technological Proficiency to streamline processes, gain insights from customer data.

  • Min 5 years' experience in Banking Industry including 4-5 years of supervisory experience.
  •  Call Centre/ Customer Service/ Branch Service /Operations and Digital banking experience is a must.
  • Advanced level of local/International and UAE Central Bank rules and regulatory requirements.


Job Details

Job Location
Dubai United Arab Emirates
Company Industry
Islamic Banking
Company Type
Employer (Private Sector)
Job Role
Customer Service and Call Center
Employment Type
Full Time Employee
Monthly Salary Range
Unspecified
Number of Vacancies
1
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DAS Holding is an Abu Dhabi-based international investment holding company. As one of the largest and most dynamic investment holding companies in the UAE, DAS Holding is recognized as an innovative business incubator and has earned an unsurpassed reputation courtesy of its uncompromising quality and innate professionalism. The Group’s business policy is based on a tactical and proven combination of investment planning, opportunity assessment, project initiation, execution and management, introduction of innovative management techniques and the creation of successful partnerships with multinational corporations. DAS Holding serves as a conglomerate of subsidiaries, spanning diverse industries with equally wide-ranging products and services, each supported by a global network of partners and associates. Our subsidiaries are all recognized as pioneers within their respective industries, ensuring that DAS Holding now represents the ideal business partner for multinational corporations, governments and entrepreneurs who seek to develop and nurture a new company.

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