Manager - Service Delivery (Wealth Management)

Job description / Role

This position is required to develop and manage service quality standards across our Excellency (Wealth Management) segment with the objective of attaining the best in class benchmarks.

Conduct an assessment on the efficiency levels of existing service delivery mechanisms for Excellency customers across various consumer product categories and suggest & implement process improvements to enhance customer experience, particularly in cross sell areas. Conduct Market research to identify competitive information on new developments in the market and prioritise and get alignment for breakthrough ideas, including making the business case and convincing relevant stakeholders. Ensure existing revenues from Excellency customers are protected from attrition and spot cross sell opportunities.

Should also manage / support projects across Excellency Distribution which would entail detailed planning and execution for the project, preparing different project plans and status report throughout the life of the project and keeping all key stakeholders informed about the project progress.

JOB DIMENSIONS

Quantifiable
- Define the projects objectives and oversee quality control throughout its life cycle
- Achievement of Project Goals
- Customer Satisfaction monitoring: Complaints Logs, feedback/Service Quality
- TAT reports

Non Quantifiable
- Smooth process flows leading to internal and external customer satisfaction.
- Make Excellency processes the best in class in the bank.

Key Results Areas
- Improved service delivery for Excellency customers for all their financial needs. Project timelines.
- Business Impact of the projects
- Customer Satisfaction

MAIN TASKS & RESPONSIBILITIES

Project Management
- Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
- Leveraging technology for business benefit
- Revamp the Excellency processes to a World Class level. This should cover account opening, investment booking and asset products.
- Improve existing process by seeking constant feedback from the service team
- Ensure throughout project life that project is in line with Business objectives and strategies, that may change over time.
- Liaises with different business and support units Manage & track TATs
- Set up Service Level Agreement with relevant support units.
- Develop SOPs for Excellency processes.
- Develop full-scale project plans and associated communications documents.
- Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
- Liaise with project stakeholders on an ongoing basis.
- Track project milestones and deliverables.
- Develop and deliver progress reports, proposals, requirements documentation and presentations.
- Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
- Analysis of the current processes to test the delivery efficiency, particularly in cross sell processes.

Customer Satisfaction
- Regularly monitor delivery of quality service through customer satisfaction MIS.
- Set and monitor quality service to the highest competitive standard within Excellency Network and realign process or instigate major change initiatives ensuring a standardized level of customer service.
- Consistently measure and review delivery processes with an objective to reduce turnaround times and achieve efficiency improvements and benefits.

People Management
- Build a working relationship with Senior Managers across business lines within ADCB to obtain their support for CBG business growth.
- Lead, Manage, Motivate, and reward Excellency service staff to perform consistently in a teamwork environment.
- Ensure a clear understanding of the Vision, Mission, Values and Business Objectives of the bank throughout the Excellency Network
- Drive a high performance customer-centric culture throughout the Excellency centers by providing necessary trainings and skills required to meet the objectives.

Requirements

- University Degree / Diploma in Banking
- Certificate /Diploma or Degree in financial advice
- 8-10 years experience in banking operations, spread across various roles within a Consumer/Corporate Banking environment in progressively more senior roles.
- Exposure to front end (customer facing) functions in the service industry would be an added advantage.
- Strong understanding of banking industry
- Understanding of banking process & controls
- Budget and cost control
- People Management

About the Company

ADCB is a full-service commercial bank offering a wide range of products and services such as retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate and currency derivatives, Islamic products, project finance, and property management services.