Customer Service Manager

Banking Customer Service Full Time

Website Emirates NBD

Emirates NBD, the leading banking group in the region was formed on 16th of October 2007 when the shares of Emirates NBD were officially listed on the Dubai Financial Market (DFM). The Emirates NBD 2007 merger between Emirates Bank International (EBI) and the National Bank of Dubai (NBD), became a regional consolidation blueprint for the banking and finance sector as it combined the second and fourth largest banks in the United Arab Emirates (UAE) to form a banking champion with the largest asset base in the GCC region summing up to AED 281.6 billion as at 31st December 2009, capable of delivering enhanced value across corporate, retail, Islamic and investment banking throughout the Gulf Cooperation Council (GCC) region

Customer Service Manager


Job Purpose 

  • The primary responsibility of a Customer Service Manager (CSM) is to ensure an exceptional service and resolving operational issues exclusively for PRB customers.
  • The objective is to ensure prioritization of processing for PRB customers’ requests at PRB centers and liaise with retail branch for PRB customer related matters.
  • The CSM is responsible for all CSR’s reporting to him/her at the main PRB center and other PRB centers mapped to it.

Main Responsibilities

  • Guide and coach CSRs in handling customers queries receive through the following channels.
    1. CRM
    2. Customer walk-in
    3. E-mails
    4. Phone calls
    5. Faxes
    6. Escalations from HO/GCE/Central Bank other units
  • Problem solving for operational matters and support RM/Area Manager on overall service issues and be the first point of contact for Service in PRB center.
  • Manage service escalations at branches where CSRs need help in handling.
  • Highlight and escalate operational concerns to PRB operation team /Service support team and resolution within TAT.
  • Seek and obtain clarifications from various support units, PRB Service team and Retail Distribution.
  • Ensure process, policy and procedures are followed by CSRs as per SIM online guidelines.
  • Ensure prioritization of processing for PRB customers at branches & PRB centers.
  • Accountable to BOO/BOM for PRB related Audit/Compliance. Have clear track on all compliance cases handled by CSR as this will be assessed during year end performance.
  • Review and administer CSRs performance periodically as per KPIs published by the management and report any unacceptable behavior to the Management.
  • Responsible for escalations, service issues of non-PRB branches mapped to the PRB segment and ensure all customer queries raised are handled within TAT.
  • CSM to ensure CSRs are achieving the Sales targets as per the set KPIs and CSM target will be a rollup of CSM’s direct reportees.
  • Ensure the Area target been met by the CSRs and necessary support to be provided to staff in achieving the numbers.
  • Ensure Area CSAT/NPS is achieved as per the threshold assigned to the segment as per set KPIs. Identify areas for improvements and report to senior management for discussions.
  • Ensure RMs customer requests are handled, and assistance provided in a timely manner.
  • Ensue walk in customers are handled as per bank standards and actively interact with walk in customers /NTB as and when its required.
  • Ensure PRB VIP /Royal customer requests are handled efficiently. Empowerment in handling VIP customer requests.
  • Avoid any service/ CRM escalations. Maintain 0% escalations department wise & ensure to follow-up on pending SRs in other Departments and to reduce overall segment escalations.
  • Prioritize requests/Complaints received from CB via GCE team meet the expected SLAs.
  • Handle urgent cases for completion and for cases which have gone beyond TAT across the segment.
  • Account Maintenance requests – All Documents to be verified before giving for approval to BOO/BOM to avoid any OPC rejection as per set KPIs as CSR’s will be impacted during year end performance evaluation.
  • Account Opening & Credit Card Applications – re-check for completeness of documentation filled by the RM/CSR and verify before giving for approval to Branch Manager/BOM (in absence of BM).
  • Retail Credit Facility applications – documentation to be re-checked for completeness of documentation filled by the RM/CSR and verify before giving for approval to Branch Manager.
  • Cheque Book and Debit Card requests verify before giving for approval to BOO/BOM.
  • AST (After sales transaction) requests of PRB customers to be initiated by CSR verified and give to BSSM/BOM for approval. (Eg: loan closure, early settlement etc.)
  • A/c to A/c transactions transfer to be processed at PRB only in case of urgency, else to be processed by the Mass Retail Branch/OPC
  • TTs requests, FDs Requests to be verified before giving for approval to BOO/BOM for processing.
  • Financial limits to be the same as CSR.
  • Any operational loss to be reported and complete investigation to be provided to PRB central support team prior submitting for Approvals.
  • Track soft Requests across: Account Opening, Account Maintenance, FDs and TTs with OPC, Credit Card Applications with RCC cards, AST (loans) requests with AST Unit and IT related cases with IT service desk.
  • Action and review escalated cases assigned to PRB Centers for resolution.
  • Follow up with other units holding up cases in CRM for PRB customers of the branch.
  • Obtain the generated reports for financial and nonfinancial audit trail reports from “Finacle” validate with the physical requests, verified on the voucher transactions posted by the PRB users and hand over to the branch for sign off and filing.
  • Generate the CRM daily cases log report validate with the physical request sign off the voucher and give to the branch for filing.
  • Conduct daily meetings with CSRs for the ongoing service and operation issues, read and discuss the new circulars. Problem solving of any issues highlighted to be handled after the huddle is completed in a smaller group.
  • Adopt an open and effective communication style and to act as a strong team leader for the benefit of the team and of the unit as a whole.
  • Accountable for the team, client satisfaction and service quality levels at the branch by ensuring clients’ expectations are met consistently.
  • CSMs must take full responsibility and ownership for PRB customer service at the branch.
  • Provide overall feedback for CSR under his/her supervision.
  • Responsible for staff growth and development

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