JOB DESCRIPTION / ROLE
JOB CONTEXT
To support the transformation of Contact Centre operations by implementing process reengineering, enhancing customer journeys, and driving system improvements and automation initiatives.
JOB RESPONSIBILITIES
- Process Reengineering: Conduct detailed reviews of existing workflows and recommend redesigns to improve efficiency and customer experience.
- Customer Journey Enhancements: Map and analyse customer touchpoints to identify pain areas and implement improvements.
- Automation Initiatives: Identify opportunities for automation using AI, RPA, and other technologies to reduce manual effort and improve turnaround time.
- System Improvements: Collaborate with IT and vendors to upgrade systems and tools that support contact centre operations.
- Documentation & Reporting: Prepare business cases, process documentation, and performance reports for management review.
- Stakeholder Collaboration: Work closely with cross-functional teams including IT, HR, Compliance and Transformation to ensure alignment and successful execution.
- Stakeholder Engagement: Act as a liaison between the contact centre and cross-functional teams (e.g., IT, HR, Compliance, Transformation) to align on strategic initiatives
- Project Management: Support transformation projects, including new site launches, system upgrades, and process reengineering efforts.
Requirements
QUALIFICATIONS
- Bachelor's degree in business, Management, or related field.
- 4-6 years in contact center operations or process improvement, with hands-on experience in automation and customer journey mapping.
- Process mapping, data analysis, stakeholder management, business writing, knowledge of automation tools, and project coordination.
ABOUT THE COMPANY
In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.
By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.
Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.
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