Customer Services Manager (Marina Diamond Branch)

Job Purpose :

To manage the customer service functions of the branch by ensuring delivery of quality service to customers and meeting sales targets, while adhering to service standards and maintaining of operational controls.

Accountabilities :

Administration & Day-to-Day Operations

• Carry out all branch administrative tasks, ensuring all activities are completed within timescales and with a high degree of accuracy, whilst providing excellent customer service, to both external and internal customers, and adhering to all appropriate process and procedures.

• Ensure at EOD all financial / non-financial transactions are authorised.

• Ensure all external and internal complaints are raised as Service Request through CRM.

• Proactively resolve a wide range of customer enquiries and issues or escalate as appropriate.

• Comply with the Staff Code of Conduct at all times to ensure a positive image of the Bank is presented to all customers both internal and external.

• Ensure that the business is booked as per laid down procedures and guidelines and due diligence is carried out with respect to money laundering and other regulatory requirements.

• Identify and initiate improvements to work, customer service, quality, work processes and organisational matters in order to contribute to business efficiency goals.

• Gather data, collate information, produce and submit reports to management to ensure the accuracy and timely delivery of information on branch sales and transaction volumes.

• Provide specialist information, guidance and advice to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.

• Prepare customer/sales plans with direct reports to ensure each relationship is managed according to the customers’ needs and potential, regularly reviewing the customer portfolio to assess future needs.

• Ensure that individuals under supervision have appropriate levels of competency and skills in order to effectively carry out their roles.

• Provide leadership, coaching and support to the team members by setting objectives, evaluate performances, identifying development needs and motivate staff.

• Identify and act on ways to improve own knowledge and skills, and as a result improve the knowledge and skills level of the branch customer services team.

• Maintain awareness of the branch’s Business Continuity Plan and undertake appropriate training to ensure correct action is taken in the event of an incident or disruption.

• Perform any other duties or tasks as required or instructed by the line manager to support the smooth operation of the branch.

Education :

• Higher Diploma (UAE National)

• University Degree or Equivalent (Expat)

Experience:

• 5 years’ experience in a service role in the financial sector.

Specialist Skills :

Oral Communication: Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon. Explains the reasoning being what is being said to ensure understanding and acceptance.

Written Communication: Produces clear and concise reports and other written material usually of a detailed and technical nature, which are understandable to those with or without a good knowledge of the subject matter.

Procedure and Policy: A good knowledge of the relevant policies, practices, processes and procedures in own areas of responsibility. Where appropriate will have a good knowledge of the key relevant legal, regulatory and statutory requirements, technical interpretation and the ability to provide advice thereon.

Performance Review / Development: Objectively assesses the performance of others in accordance with the performance management process, assessing capabilities and potential. Gives constructive feedback/criticism in order to identify individual’s development needs. Maintains consistency and fairness throughout the process.

Sales: Has the ability to persuade others to accept products, services or ideas in order to satisfy a specific need.

Negotiation: Has the ability to communicate and influence others to arrive at a mutually agreeable solution or position.