Customer Service Manager

Job description / Role

About ENBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With over half a million users, it continues to be the fastest-growing digital bank in the region.

"In line with the UAE Government's strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success. We are looking to find the best UAE national talent to join our ENBD family."

Job overview

As a Customer Service Manager at Emirates NBD, your role is to ensure exceptional service and resolve operational issues exclusively for PRB customers.

The objective is to ensure prioritization of processing for PRB customers' requests at PRB centers and liaise with retail branches for PRB customer-related matters.

The Customer Service Manager is responsible for all CSRs reporting to him/her at the main PRB center and other PRB centers mapped to it.

Key responsibilities

• Guide and coach CSRs in handling customer queries received through the following channels:
  CRM, customer walk-in, e-mails, phone calls, faxes
• Handle escalations from HO/GCE/Central Bank and other units
• Manage service escalations at branches where CSRs need help in handling
• Ensure CSRs are achieving the sales targets as per the set KPIs; CSM target will be a rollup of CSM's direct reportees
• Act independently in decision making within the bank policy/guidelines
• Ensure completeness of account maintenance documents and credit card applications
• Ensure that operational loss is reported and complete investigation is provided to PRB central support team prior to submitting for approvals
• Follow up and review escalation PRB cases across units

Skills and experience

• Bachelor's/Graduate in any stream - preferably commerce/banking
• 3 to 5 years of experience in banking
• Knowledge in banking systems, CRM, MS Office - intermediate skill level in Excel, PowerPoint, and Word
• Has handled a team or was in a position that included managing staff/team members

Why join Emirates NBD?

There's never been a better time to join Emirates NBD.

We're one of the region's most recognisable brands. We're banking innovation leaders. We're growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career.

It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits.

At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities.