Customer Experience Manager

Role purpose

Executing the bank and customer excellence group strategy of being best bank in service in UAE by contributing to the spread of customer excellence culture and behaviors in branches in alignment with CEG agenda and in coordination with respective area managers.

This position is for UAE Nationals only.

Key accountabilities of the role

Responsibilities

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Supporting CEG Leadership team with their customer experience strategic and AD HOC initiatives in a timely manner.

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Work closely with both CEG and area manager to improve customer experience overall level in area’s branches, act as a customer experience ambassador and help area manager elevate the service level in his area through daily engagement with different branches and provide a clear detailed picture on service issues while providing suggesting improvement actions along with direct support in implementation.

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Monitoring area branches performance in customer satisfaction as per ADIB service standards and help them to maintain highest standards through identifying service gaps and introduce a problem-solving approach.

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Educate frontline staff with main points of mystery shopper report and customer service standards, also seek staff feedback and suggestions on proposed service improvement ideas, assess them and work with CEG and other stakeholders on implementing valid and doable ideas.

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Communicate with branches and follow up on staff attitude complaints on daily basis, conduct a thorough investigation and provide a report with recommendations to both CEG and area manager.

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Monitor the high wait time queue system and customer feedback devices for respective area branches and highlight it to the management with a suggested action plan and work on implementation in partnership with branch and area managers.

Visiting different branches in area on ongoing basis to

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• Meet customers in branches, help them where applicable and provide a detailed report to seniors.
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• Monitor the branch staff on service behaviors, as well as branch premises and any related customer service issues
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• Act as brand and CEG ambassador and promote service excellence on the ground
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• Conduct Quality and Service training for new joiners in the branches

Specialist skills / technical knowledge, technical competencies required for this role

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• Bachelor's degree required
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• Must be fluent in English
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Customer Centric Mentality

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• Familiarity with bank systems, products, services especially in branches
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• Ability to multi-task / address many issues simultaneously
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• Team player
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• Must be willing to travel to all areas in UAE.
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• Excellent in MS office (Excel, PowerPoint, word)

Previous experience

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• Experience in branches is preferred.
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• In depth understanding of ADIB culture, systems, products and services