Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.
JOB PURPOSE:
To support the Area Manager & Relationship Managers to grow their assigned portfolio of liabilities customers in defined geographical markets covering service and customer support related activities
KEY ACCOUNTABILITIES:
This section shall not be customised to reflect accountabilities which may be unique to one role. Please use Section 5 to capture any accountabilities specific to the role which are over and above those mentioned in this section.
· Customer Excellence:
o Formulate & manage end to end process for all customer communication.
o Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members, product managers and relevant stakeholders.
o Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit.
o Support implementation of KYC related projects and initiatives
o Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA.
o Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.
o Obtain customer information and reply to AML alerts raised on assigned accounts within timelines. Co-ordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan
o Seek approval and follow-up for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges.
o Co-ordinate with Customer and Branch in case of call back failures at Branches for transactions. Retrieve and provide bank statement to customers as per request.
o Arrange high value cash withdrawals / arranging approval for foreign currency withdrawals.
o Co-ordination with branch for special clearing of cheques, delivery of return cheques to customer PO box.
o Co-ordination with branch for issuance of foreign currency demand drafts / manager’s cheque
o Follow up with branch for tracking of requests (in case of direct submission of requests in branch e.g.: TT requests / any other maintenance request
o Pro-actively work to maximize customer satisfaction and requirements of clients. Analyze process issues to streamline the overall customer experience.
Job Context
§ Evaluate Existing Business Processes & propose Process Improvements
§ Creates processes and integrates voice of the customer insights into cross-functional action plans.
§ Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues
§ Formulate & manage end to end process for all customer communication
FRAMEWORKS, BOUNDARIES, & DECISION MAKING AUTHORITY:
§ Process excellence
§ Customer experience
#LI-KT1
QUALIFICATIONS & EXPERIENCE:
Graduate with at least 3 years relevant local market knowledge in retail banking product and services
§ Sound compliance, ops or product or sales governance background
§ Customer obsessed, change focused pragmatist
§ Good communication & interpersonal skills
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