Customer service manager - united arab emirates, dubai

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 enhancementsdeveloping 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 metricsmaintain 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 proceduresupdate progress on sla periodically with effective reportingdrive end-to-end process improvement initiatives and projectsidentify 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 skillsinnovation in customer engagement and customer advocacy -designing and implementing service protocols, understanding customer journey mapping, and continuously seeking ways to enhance the quality of serviceexcellent knowledge of management methods and techniquesrecruiting, selecting, training, and coaching employeesdata analytics and reportingprofessional 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 toolsleadership and conflict resolution skillseffective 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 efficiencytechnological 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.

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