Customer Service Manager

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• Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc.
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• Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers
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• Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients
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• Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation
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• Ability to clearly identify Root Cause and propose process improvements
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• Provide highest level of service to Corporate Customers both in UAE & overseas
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• Understand client needs in order to effectively service the customers
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• 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

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• University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service
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• Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage
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• Exceptional communication skills with complete command over spoken and written English. Arabic advantageous
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• Deep knowledge of tech applications such as CRM, Flexcube, Payment platforms, operational processes activities and customer service.
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• Clear understanding of market dynamics and the ability to assess the market going forward.