AVP- Contact Centre Operations - Emiratized Role

Company Description

FAB, the UAEs largest bank and one of the worlds most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth.

We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry. 

Job Description

The role is responsible for managing the day to day operations of assigned contact centre site. Supervising Team Managers to enhance customer service experience and satisfaction by ensuring efficient contact centre operations. The role is required to support the Operations Head in day-to-day operational needs.

Team Supervision (only for Team leaders and supervisors)

▪ Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.

▪ Provide on-the-job training and constructive feedback to assigned team to support their overall development.

▪ Promote the organisation’s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank.

or

▪ Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.

▪ Promote the organisation’s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.

Budgeting and Financial Performance

▪ Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.

Policies, Systems, Processes & Procedures

▪ Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.

Continuous Improvement

▪ Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

▪ Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.

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Principal Duties & Responsibilities

• Ensuring team Managers and staff are knowledgeable of the Products, Processes and Systems
• Ensure all staff are knowledgeable of the rules and procedures of the Centre and that these are enforced consistently and fairly among all staff
• Ensure centre is running smoothly. Monitor/ guide Managers in their day-to-day activities and team management
• Ensure processes and controls to mitigate risk in the Contact Centre by ensuring adherence to the laid out standards
• Ensuring optimum work force management to meet agreed business SLAs
• Analysing and providing recommendations to the platform & business on ways and means of enhancing customer experience
• Displaying knowledge and understanding of the performance measurement process and monitoring indicators of Contact Centre Operations MIS
• Contributing to the MIS on Contact Centre indicators, call volume trends and analytics to help take decisions
• Tracking agent and team performance. Tracking and sharing daily monthly reports. Maintain all relevant reports agent and team wise
• Tracking agent and team incentives earned for cross-sell and up sell of all product types. Tracking and sharing daily monthly sales volume reports. Maintain all relevant reports agent and team wise
• Ensuring optimum utilization of available tools such as CMS, WFM system for data extraction, analyse and presentation
• Providing assistance to resolve problems pertaining to issues within own function and cross functional teams
• Optimizing resource utilization and manage costs in line with business expectations
• Guiding and motivating the team to continuously perform and meet customer service standards
  
  

▪ Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks

▪ Authorised to take decisions as per the approved authorization matrix

Qualifications

Minimum Qualifications:

▪ Graduate

Minimum Experience

▪ 5 years in a Team Leader role in Contact Centre

Knowledge, Skills, And Attributes

▪ Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking

▪ Excellent communication skill in English & Arabic (Optional)

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