Branches Service Excellence Manager UAE National

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 monitor and enhance service excellence across branch and elite banking operations, ensuring high customer satisfaction and adherence to service standards.

Principal Accountabilities:

Job Responsibilities

Monitor branch and elite banking complaints, ensuring timely resolution and customer satisfaction.

Develop strategies and initiatives to improve the Net Promoter Score (NPS) for Elite segment.

Review and analyse Mystery Shopping reports to identify areas for service improvement.

Conduct monthly knowledge assessments to ensure staff are up to date with policies and procedures.

Oversee the completion of Control Tests (CTs) by all branches.

Conduct frequent tests on Business Continuity Plan (BCP) to ensure uninterrupted service during emergencies.

Handle Trans Guard & Vendor payments efficiently and accurately.

Plan and organize staff events for better engagement and team building fostering a positive work environment that enhances collaboration and morale for Elite and Branch Distribution

Requirements:

Education And Experience

Bachelors degree in Business Administration, Customer Service, or related field.

Professional certification in service excellence or customer relationship management is preferred.

Minimum of 2-4 years of experience in customer service or service excellence roles within the banking sector.