Customer Services Manager

Job description / Role

The primary responsibility of the Customer Services Manager will be to manage a growing Operational team that interacts with customers and internal employees to provide and process information in response to inquiries, concerns and requests about existing products and services held by clients.

Quality Assurance
• Ensure transactional efficiency and optimum customer experience
• Ensure regular reporting on SLA adherence for top processes
• Fix existing known issues in line with business plan deliverables
• Identify problematic / broken processes through RCA of customer issues.
• Drive an extraordinary customer experience culture for both internal and external customers, representing the TAKAUD Brand at all times
• Refine and agree Customer Experience standards with clear SLA’s designed and in place for the Operational team
• Implement, design and manage the Net Promoter Score strategy and implementation
• Respond effectively to all Audit (internal and external) findings and respond accordingly within agreed timescales
• Ensure robust maker checker processes are in place, with personal sampling and reporting

Portfolio Management
• Grow existing client Share of Wallet through cross sell of additional plans.
• Increase in overall existing client book through additional contributions and or new plans
• Establish and implement Orphan client process by channel to manage the transition and ongoing servicing
• Establish and implement a campaign programme for existing clients through segregation of client base to support conservation and growth of existing book.

Operational Management
• Manage day to day service operations of a team that deals directly with customers and Internal
Stakeholders either by telephone, electronically or face to face
• To be constantly reviewing industry and sector trends, ensuring that we are market leading with our customer experience
• Ensure that both internal and external service standards are met and achieved in accordance with internally agreed measures and metrics
• Provide Head of Operations with strategic recommendations as required
• Work across the business to deliver results, not only within Operations. Key stakeholder management with I.T. and Sales in particular.

Requirements

• Minimum education of Bachelor’s Degree in a Business related subject
• Must have experience and qualifications/recognition in running a customer operations team in financial services
• Process improvement qualifications preferred

Skills & Experience
• Minimum 10 years in a similar role with a minimum of 5 years experience of managing people
• International experience or MENA region experience
• Expert knowledge of customer service principles and best practices
• Expert knowledge of relevant computer systems to enhance the customer experience
• Expert knowledge of the Financial Services industry
• Excellent interpersonal skills
• Excellent communication skills - verbal and written
• Expert problem analysis and problem-solving skills
• High attention to detail and accuracy
• Strong customer service orientation
• High degree of adaptability
• Strong professional initiative
• High level of stress tolerance
• Stakeholder Management

About the Company

Takaud Savings and Pensions B.S.C (c) is licensed as an Investment Business Firm (Category 1) by the Central Bank of Bahrain (CBB) and is a closed joint stock company incorporated in the Kingdom of Bahrain.

TAKAUD is 50% owned by Kuwait Projects Company (Holding) K.S.C. (c) (KIPCO) and 50% by United Gulf Bank (UGB) and is part of the KIPCO group of companies. KIPCO is one of the largest diversified holding companies in the MENA region with some 60 Companies in 26 Countries.

Some of the KIPCO group companies you may recognize are Orbit Showtime Network (OSN), United Gulf Bank (UGB), Bahrain Kuwait Insurance Company (BKIC), Gulf Insurance Company (GIC), Burgan Bank, KIPCO Asset Management Company (KAMCO) and Saudi Dairy & foodstuff Company (SADAFCO).

TAKAUD is a specialist savings and pensions provider, the first of its kind in the MENA region. TAKAUD has been established by experts in the field with a wealth of local and international experience making it uniquely positioned to provide local corporate solutions.