Manager, Contact Center

Job description / Role

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World's Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

Job Purpose:

To lead and manage the operations of the Contact Centre ensuring service excellence, operational efficiency, and alignment with the bank's Emiratization and national talent development strategy.

Principal Accountabilities:

Operational Oversight: Lead and manage the daily operations of the contact centre to ensure efficient workflow, service delivery and adherence to Contact Centre Performance Metrics.

Team Leadership: Supervise, coach and mentor a team of agents, team leaders, and support staff to foster a high-performance culture.

Performance Management: Monitor KPIs such as CSAT, Availability, NPS, AHT & FCR; analyse trends and implement corrective actions to improve performance & comply with bank & regulatory policies.

Customer Experience Strategy: Design and implement strategies to enhance customer satisfaction, loyalty and service quality.

Recruitment & Onboarding: Oversee hiring, onboarding and training of new staff, ensuring alignment with Emiratization goals and cultural fit.

Training & Development: Develop and deliver training programs to upskill staff, improve service delivery and support career progression.

Technology & Tools Management: Ensure optimal use of contact centre technologies, including CRM systems, telephony and analytics platforms.

Budget & Resource Management: Manage operational budgets, optimize resource allocation and control costs while maintaining service quality.

Compliance & Risk Management: Ensure compliance with internal policies, regulatory requirements (e.g., CBUAE) and data protection standards.

Cross-Functional Collaboration: Liaise with departments such as IT, Support Services, HR, Compliance, Transformation, Products & Businesses, Branches, Digital, PMO, Operations, Customer Engagement, Risk Management, Information Security, Fraud Risk & Audit to align on strategic initiatives and resolve escalations.

Crisis & Continuity Planning: Maintain business continuity plans and lead the team through service disruptions or crisis scenarios.

Innovation & Continuous Improvement: Identify opportunities for process automation, service innovation and operational excellence.

Requirements
Education & Experience

Bachelor's degree in business administration, Management, or related field

Minimum 8-10 years in contact centre operations, with at least 3 years in a managerial role.

Experience in managing diverse teams and implementing performance improvement programs.

Familiarity with Emiratization policies and national workforce development strategies

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.