We are now recruiting for a Manager- Culture and Service Performance. You will be directly reporting to the Senior Manager-Culture and Service Performance.
Organization Unit Purpose
- One key responsibility of this units is to build and embed the service culture across the organization. This team will work on designing and developing service and culture related training in collaboration with internal and external training partners, implement overall training structure including the content, Standard Operating Procedures and scripts for the entire front and back offices (Branches, Centers, Tanfeeth, Support units etc.
- This team will sustain the service culture through Customer Service Academy by developing training programs for new departments, refreshers and sustainability plans for existing department who have already undergone the training. Liaise with line managers to conduct training programs, monitor the effectiveness of trainings, sustainability related initiatives and ensure schedule is managed efficiently. The team will leverage new ideas and gamification (E-learning, games, role plays, demonstrations and discussions) to ensure that staff at all levels are focused on delivering TOP customer experiences.
- This team will also be responsible to design and drive the Customer Service Month related activities and initiatives ensuring timely roll out of the activities. They will work closely with the relevant teams to ensure participation, rewards and recognitions.
- This team will own the CRM Government function for the entire organization in terms of the governance policy handbook, approvals for SR creation/deletion/modification and changes to the CRM framework.
- This team will also develop and drive the platform where all changes pertaining to complaints and miscellaneous request along with their underlying processes are reviewed and approved ensuring that the optimal TATs and processes are implemented
- This role will be responsible for gathering inputs and feedback from CMU, Customer Experience design team as well as external research, carrying out Root Cause Analysis of the top complaints and request. Improvement opportunities identified will be implemented in conjunction with Product/Process owners as well as operations team.
- This unit will own the Service Dashboard, CRM Dashboard and segment related Performance Dashboard on a monthly basis liaising with various units for inputs and service performance measures.
- Moreover, it will be the responsibility of this role to develop and maintain a knowledge bank for the entire organization that would help and support the front end in delivering consistent customer experience. It will be responsible to ensure easy access to information through the Knowledge Management structure. I twill work on developing and maintaining the structure and follow up with the key contacts across the organization to keep it up to date.
- This unit will be responsible to create a positive perception about the bank from service perspective by apply to and securing awards from the local, regional and international Award bodies
- This Team will also support in managing the TOP experiences program and work on sustaining the service focus across the organization.
Job Purpose - Work closely with senior manager for the development of a strong customer service focused culture across the organization by development of a program that manages overall culture related initiatives.
- Sustain and further expand the Customer Service Academy by implementing a structured mechanism to continuously identify training gaps, developing a training plan, maintaining a training and sustainability initiatives calendar.
- Manage culture building programs across specific areas of the organization in line with overall service vision and strategy e.g. Customer Service Month.
- Build capabilities and change mind-set/behavior of business managers/front line and support staff in terms of Service Culture, TOP service model.
- Work with senior manager to provide guidance in research and coordination with partners across various industries focusing on international trends in overall culture building initiative and activities
- Implementation of long term strategic view of the Culture and service performance unit, laying down culture focused standards in line with service charter and international best practices.
- Responsible for managing CRM Governance for the entire organization including the governance policy booklet, SR Creation/Deletion/modification and CRM dashboards. Reviewing and managing on ongoing basis the framework of CRM including Siebel. Approval of SRs and related changes as well as authorizing the modifications if needed in the processes related to CRM
- Manage the development of dashboards specific to business units-creating transparency across the organization on VoC and other key indicators through dashboard
- Manage the automation of dashboards and scoreboards, coordinating with various stakeholders and IT to ensure timely delivery
- Manage the problem solving, hypothesis development and recommendations that would enhance overall service framework across the entire organization.
- End to end implementation of the Knowledge Management function. Specifically to design, implement and sustain the portal that will be utilized by internal and external stakeholders.
Main Task
- Manage the activities for developing and sustaining culture related program
- Conduct focus groups and “idea generation” forums across the organization to improve sustainability
- Handle issues and debottleneck obstacles
- Generation of service improvement ideas through customer days, customer service months and culture trainings
- Implementation of improvements
- Filter high impact ideas and initiatives
- Set up weekly/monthly update meetings and problem solving session with GCE
- Conduct problem solving in structured proven method
- Define problem statements, prioritizing issues and developing solutions with cross-functional teams
- Create transparency on progress and have regular updates
- Manage the unification of KPIs based on agreements
- Engage key stakeholders such as HR, Business Performance, FIN and other support units along with Business to agree on One Vision and objective for Service
- Implementation of the service KPIs against aspirations as mentioned in Service Charter
- Liaise with IT and external vendors (if needed) to develop online Service Dashboards
- Development of knowledge bank by involving all key stakeholders and senior leadership from Business and Support units.
- Ensure compliance and Risk adherence
- Manage the online development with IT and Vendors (if needed)
- Liaise with L & D HR, Products/GOPS and other support units to make it robust in terms of features/benefits and knowledge checks
- Implement the CRM enhancements that results in efficiencies and improved customer Experience
- Develop Segmented TAT for request and complaints aligned to segments overall strategy and value proposition
- Development a mechanism to regularly monitor the effectiveness of training and initiatives
- Lead the development of Online Training programs to ensure refreshers are don in time
- Manage TOP experiences portal
- TOP winners identification
- TOP event
- TOP Club
- Manage the roll out of CSM
- Liaise with units to on board them to CSM
- Align on the CSM theme
- Align on roll out plan
- Align on success criterion for each unit
- Align on rewards and recognition
- Align on marketing and communication
Skills Education - Graduate in Marketing or Finance
- Specialization in following areas is essential; Operations, Process, Improvements, Customer Service. Advanced level of negotiation, presentation, analytical and interpersonal competencies are pre-requisites
Experience
12+ years banking experience specially in the areas like Project Management, Customer and Relationship Management, Business Dashboards and KPIs, Change management and innovation
Knowledge and Skills Technical
- Expertise in Banking and Financial Services
- Banking Operations and Customer Service Delivery
- Project management, planning and execution skills
- Structured problem solving skills
Managerial
- Excellent analytical and communication/presentation skills
- Excellent people management and senior stakeholders interaction skills
- Ability to lead and mange complex managerial situations
Behavioral Competencies
- Role model in Leadership capabilities
- Excellent team player
- Willing to learn and adapt to changing situations/priorities
- Excellent track record of mentoring and team development
Job Details Job Location Dubai, United Arab Emirates
Company Industry
Employment Placement Agencies/Recruiting
Company Type
Employer (Private Sector)
Job Role Marketing and PR
Employment Type
Full Time Employee
Monthly Salary Range
Unspecified
Number of Vacancies
Unspecified
Job Ref.
JB3829634
Preferred Candidate
Career Level
Management
This job is posted in the following Specialties:
People who applied to this job also applied to
Confidential Company Dubai, UAE
Noor Bank Dubai, UAE
ZeroFAT Abu Dhabi, UAE
Confidential Company Dubai, UAE
Manpower Middle East Dubai, UAE
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Job Title Manager- Culture and Service Performance
Company Name
People who applied to this job also applied to
Confidential Company Dubai, UAE
Noor Bank Dubai, UAE
ZeroFAT Abu Dhabi, UAE
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