Client Service Relationship Team Manager (UAE Nationals Only)

Role overview

Responsibilities

• Resolve uncommon, complex issues with significant organizational impact.
• Evaluate performance and recommend pay increases, promotions, terminations and hiring decisions.
• Mentor leaders, support succession planning and develop employee skills and growth opportunities.
• Recommend work procedures and contribute to customer service techniques, models and plans.
• Drive innovation and process improvement to eliminate team friction points.
• Recruit, hire, coach and motivate a productive team and promote collaboration.
• Deliver exceptional client experience and meet service metrics.
• Assess risk, ensure compliance with applicable laws, rules, regulations and policies, and transparently escalate and report control issues.
• Supervise others and create accountability for maintaining conduct and business standards.

Qualifications

• 5–8 years of relevant experience.
• Related-role experience at intermediate to senior level, including commensurate people-management experience.
• Call center management experience is preferred.
• Knowledge of basic bank products, including deposit accounts, credit cards and time deposits, is preferred.
• Project management, written and verbal communication, presentation, influencing and relationship management skills.

Education

• Bachelor’s or university degree, or equivalent experience.

Relevant skills

• Customer service leadership, people management, performance management, coaching, project management, risk and compliance, and process improvement.