Customer Service Manager

• Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc.

• Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers

• Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients

• Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation

• Ability to clearly identify Root Cause and propose process improvements

• Provide highest level of service to Corporate Customers both in UAE & overseas

• Understand client needs in order to effectively service the customers

• Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism

Knowledge & Skills :

• University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service

• Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage

• Exceptional communication skills with complete command over spoken and written English. Arabic advantageous

• Deep knowledge of tech applications such as CRM, Flexcube, Payment platforms, operational processes activities and customer service.

• Clear understanding of market dynamics and the ability to assess the market going forward.