13 Oct
First Abu Dhabi Bank
Abu Dhabi
Company Description
Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.
Job Purpose
- The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization.
- Implementing and measuring service standards across all touch points of customer’s interactions across all segments, channels, products and transactional functions.
- Implementing approach to effectively manage customer data and insights from all sources and channels, ensuring that best practice customer analytics techniques are employed.
- Identifying trends and areas for potential experience improvement and monitoring and reporting performance against customer experience KPIs and service levels.
- Supporting the Customer Experience team in reporting & analysis requirements and in the development and implementation of various initiatives within business areas.
Key Accountabilities
Strategy Development and Implementation
- Designs and creates service standards and KPIs across all segments, channels and customer touch points.
- Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees.
- Defines employees training deliverables to help create a culture that is more customer service focused.
- Performs regular CVP Audits across channels to gauge adherence to standards.
- Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfaction.
- Continually reviews customer touch points across all channels in order to access gaps where professional standardization is required.
- Develops, monitors & enhances internal / external SLAs, TATs, workflow, exception mgmt. process etc.
- Collaborates with Analytics team to deliver regular reporting to senior management on key service performance measures.
- Continuously fosters a more customer-centric culture within the organization by defining employee training and culture.
- Defines goals and key performance indicators for each member of the team and ensures effective implementation of the organization’s performance management process.
- Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.
- Ensures continual search for innovative methods to leverage data and information to derive relevant insights.
- Leads the development of programs to enhance customer experience by collecting customer feedback from various sources and translating the data into actionable outcomes.
- Track & monitor the processes related to data gathering and analysis to ensure accuracy and efficiency.
- Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate development of fact-based, compelling recommendations.
- Ensures clear dissemination of information throughout the organization, and delivers potentially sensitive and negative customer feedback constructively.
- Implements and continually enhances systems and practices used for managing and reporting customer experience performance data.
- Benchmarks and applies best practice customer analytic techniques.
- Maintains an understanding of contemporary customer intelligence / experience design and implementation.
- Develops talent within the team by providing guidance and coaching to achieve the defined goals.
- Conducts ongoing analysis, reporting and feedback distribution of customer surveys.
- Conducts data gathering and research activities for relevant stakeholders.
- Performs in-depth data mining and process mapping where needed.
- Continually reviews current and existing customer touch points, channels and processes to identify areas of improvement and efficiency.
- Supports the design and implementation of various initiatives executed by the Customer Experience team.
- Collaborates with Senior Managers to successfully support department objectives.
Leadership
- Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function.
Change Management
- Lead the management of change through continuous improvement of functional systems, processes and practices.
- Proactively identifies and provides solutions for any strategic delivery risks and issues.
- Defines and maintains list of initiatives, and cascades FAB-wide transformation initiatives as required.
- Articulates and strategize transformation initiatives into an actionable roadmap across Businesses.
- Delivers high quality output in a timely manner.
- Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas.
Reporting
- Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
- Package and present progress, next steps and challenges regarding projects to the management as and when required.
- Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs.
- Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.).
- Proactively identifies and provides solutions for any strategic delivery risks and issues.
Qualifications
Minimum Qualification
- Bachelors Degree in any related field.
Minimum Experience
- 5 years.
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▶️ Specialist- CX Analytics & Reporting - CIB (Emiratized Role)
🖊️ First Abu Dhabi Bank
📍 Abu Dhabi