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 and 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 Customer Service Representatives reporting to him or her at the main PRB center and other PRB centers mapped to it.

Key responsibilities

• Guide and coach Customer Service Representatives in handling customer queries received through the following channels:
  - CRM
  - Customer walk-in
  - Emails
  - Phone calls
  - Faxes
• Manage escalations from Head Office, GCE, Central Bank, and other units.
• Manage service escalations at branches where Customer Service Representatives need assistance in handling.
• Ensure Customer Service Representatives are achieving sales targets as per set KPIs; Customer Service Manager targets will be a roll-up of direct reportees' performance.
• Act independently in decision making within bank policies and guidelines.
• Ensure completeness of account maintenance documents and credit card applications.
• Ensure that operational losses are reported and complete investigations are provided to the PRB central support team prior to submitting for approvals.
• Follow up and review escalation of PRB cases across units.

Skills and experience

• Bachelor's degree or graduate in any stream, preferably commerce or banking.
• 3 to 5 years of experience in banking.
• Knowledge of banking systems, CRM, and MS Office with intermediate skill level in Excel, PowerPoint, and Word.
• Experience in handling or managing a team or staff members.

There has never been a better time to join Emirates NBD. We are one of the region's most recognisable brands, leaders in banking innovation, and growing across both the UAE and our global offices. We offer a wide range of professional development opportunities to accelerate your career. We also provide extremely competitive rewards, benefits, and perks, including a flexible work policy that allows you to 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.