Customer Care supervisor

Job Description

In line with the UAE Government’s strategy of empowering and developing nationals, Emirates NBD Group is committed to welcoming the young generation into an innovative, modern, supportive work environment to contribute to the nations success. We seek the best UAEN talents to join our ENBD family.

About the Role:

Manage a team of inbound contact center agents to deliver service excellence across voice and digital channels. The role is responsible for driving team performance, enhancing agent capabilities, resolving customer escalations, and ensuring operational compliance in alignment with the bank’s service values and standards.

What Youll Do:

• Drive agent performance through regular coaching and feedback.
• Identify and address underperformance in alignment with HR policies.
• Support new joiners for smooth integration into the team.
• Maintain high levels of team morale and engagement.
• Ensure timely and accurate service delivery in line with SLAs.
• Monitor adherence to operational procedures during customer interactions.
• Handle escalated customer complaints and ensure resolution with ownership.
• Conduct root cause analysis on complaints and feedback.
• Provide insights to improve customer satisfaction and agent performance.
• Ensure compliance with quality standards, bank policies, and procedures.
• Lead initiatives for continuous quality improvement.
• Uphold information security and data integrity in all operations.
• Maintain attrition levels within approved limits.
• Collaborate with the transformation team on process enhancements.
  
  

What Youll Need

• Minimum 2 years of experience in banking (Call Center or Sales).
• UAE National only
• Proven ability to manage and uplift high-performing teams
• Strong communication, coaching, and conflict management skills
• Resilience, adaptability, and proactive mindset
• Bachelor’s degree in any field (preferred)
• Language proficiency in English and Arabic
• Job location: Dubai
  
  

About Us

ENBD

Meet the leading banking group in the region

Emirates NBD, the leading Banking Group in the MENAT region, was formed on 19 June 1963, when H.H. Late Sheikh Rashid bin Saeed Al Maktoum signed the Charter of Incorporation of the National Bank of Dubai (NBD) which became the first National Bank established in Dubai and the United Arab Emirates (UAE). With the blessings of H.H. Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, NBD merged with Emirates Bank International (EBI) on 06 March 2007, to form Emirates NBD, the largest banking group in the region by assets. On 16 October 2007, the shares of Emirates NBD were officially listed on the Dubai Financial Market (DFM). The merger between EBI and NBD to create Emirates NBD, became a regional consolidation blueprint for the banking and finance sector as it combined the second and fourth largest banks in the UAE to form a banking champion capable of delivering enhanced value across Corporate, Retail, Islamic, Investment, and Private Banking, Global Markets & Treasury, Asset Management and Brokerage operations throughout the region.

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