The Customer Service Manager’s primary responsibility is to develop and implement service strategies to meet customers' needs and deliver strong overall experience. This involves channel design and management; employee management, training, and engagement; designing and implementing process improvements to enhance customer experience; analyzing customer feedback and monitoring service metrics; and working closely alongside the other functions to ensure overall alignment with ruya’s strategy and vision.
- Establishing the customer service function for ruya from systems, process, people, and customer experience perspectives.
- Supporting the bank’s growth and scaling by participating in customer journey and process development, product and feature launches and systems enhancements
- Developing the organizational structure of the customer service function with a focus on team empowerment to efficiently resolve issues end-to-end; as well as a focus on scalability to ensure the function can grow to support ruya’s commercial success
- Manage the performance of the department by setting performance objectives, reviewing employee performance against KPI and metrics
- Maintain a culture of community and integrity as per ruya Guiding Principles, ensure employee concerns are met and E-Sat are achieved by enforcing the right culture of customer centricity and empowerment.
- Ensure high quality resolutions are provided to customers,
- Provide consistent coaching, feedback and support to staff
- Lead on Implementation and improvement of the standard operating procedures
- Update progress on SLA periodically with effective reporting
- Drive end-to-end process improvement initiatives and projects
- Identify potential attrition through early warning signals and adopt retention measures
- Analyse complaint root cause and trends and provide recommendation to reduce complaints.
Work cross functionally to simplify processes
Skills
- Innovation in Customer Engagement and customer advocacy -designing and implementing service protocols, understanding customer journey mapping, and continuously seeking ways to enhance the quality of service
- Excellent knowledge of management methods and techniques
- Recruiting, selecting, training, and coaching employees
Data Analytics and Reporting
- Professional understanding of Financial Banking Products/ Services.
- Familiar with high level management of Digital Platforms interactions ie. Calls, chats, video calls, emails etc.
Working knowledge of customer service software, databases and tools
- Leadership and conflict resolution skills
- Effective decision-making skills to make beneficial organizational decisions regarding a company's customer service policies
- Organizational skills -ability to manage various tasks and responsibilities successfully.
- Operational Management and Efficiency
Technological Proficiency to streamline processes, gain insights from customer data.
- Min 5 years' experience in Banking Industry including 4-5 years of supervisory experience.
- Call Centre/ Customer Service/ Branch Service /Operations and Digital banking experience is a must.
- Advanced level of local/International and UAE Central Bank rules and regulatory requirements.